Service Delivery Lead

Job Summary

Job Description: Group Manager – Business Banking

Position Title

Group Manager – Business Banking

Department

Business Banking

Location

As per business requirement

Reports To

Regional Head / Senior Group Manager / Deputy General Manager – Business Banking

Role Purpose

The Group Manager – Business Banking is responsible for driving business growth, portfolio management, customer acquisition, and relationship management within the Business Banking segment. The role focuses on managing a team of Relationship Managers, growing assets and liabilities, ensuring high-quality credit portfolios, and delivering superior customer experience while maintaining regulatory and compliance standards.

Key Responsibilities

Business Development & Portfolio Growth

• Drive business banking growth by acquiring new customers and expanding relationships with existing clients.
• Achieve assigned targets for assets, liabilities, revenue, fee income, and profitability.
• Identify business opportunities within SME, MSME, and Mid-Market customer segments.
• Promote banking products including working capital, term loans, trade finance, cash management, and liability products.
• Drive cross-selling of banking and financial products to maximize customer wallet share.

Relationship Management

• Build and maintain strong relationships with business banking customers.
• Act as a trusted advisor to customers by understanding their business requirements and financial needs.
• Ensure high levels of customer satisfaction and retention.
• Address customer escalations and provide timely resolution.

Credit & Risk Management

• Assess customer funding requirements and coordinate preparation of credit proposals.
• Ensure credit quality and adherence to underwriting standards.
• Monitor portfolio performance and proactively manage delinquency risks.
• Work closely with Credit and Risk teams to ensure sound portfolio management.
• Maintain portfolio health within prescribed risk parameters.

Team Leadership & Management

• Lead and mentor Relationship Managers and Business Development teams.
• Set performance goals, track productivity, and conduct regular reviews.
• Support team members in customer acquisition and relationship management.
• Drive employee engagement and capability-building initiatives.
• Foster a culture of accountability, collaboration, and customer focus.

Business Planning & Execution

• Develop and implement business plans aligned with organizational objectives.
• Track business performance against budgets and targets.
• Analyze market trends, competitor activities, and customer needs.
• Implement strategic initiatives to drive business growth and operational efficiency.

Compliance & Governance

• Ensure adherence to regulatory guidelines, internal policies, and audit requirements.
• Maintain compliance with KYC, AML, and banking regulations.
• Ensure proper documentation and process adherence across all transactions.
• Support audit and regulatory inspections as required.

Stakeholder Management

• Collaborate with Credit, Operations, Product, Risk, Compliance, and Service teams.
• Coordinate effectively with internal stakeholders for seamless customer servicing.
• Participate in management reviews and business performance discussions.
• Represent the bank in customer meetings and industry forums when required.

Key Performance Indicators (KPIs)

• Business portfolio growth
• Revenue and profitability achievement
• Asset and liability acquisition
• Fee income generation
• New customer acquisition
• Portfolio quality and delinquency control
• Customer satisfaction and retention
• Cross-sell performance
• Team productivity and performance
• Compliance and audit adherence

Skill Requirements

Educational Qualifications

Essential

• Bachelor's Degree in Commerce, Finance, Banking, Economics, Business Administration, or related field.

Preferred

• MBA / PGDM in Finance, Marketing, Banking, or related discipline.
• Professional certifications in Banking, Credit, Risk Management, or Financial Services.

Experience

• 8-12 years of experience in Banking and Financial Services.
• Minimum 4-6 years of experience in Business Banking, SME Banking, Commercial Banking, or Relationship Management.
• Proven track record of achieving business growth and portfolio targets.
• Experience in handling SME/MSME customer portfolios and credit products.
• Prior experience in leading teams is preferred.

Required Competencies

Functional Competencies

• Business Banking & SME Banking
• Relationship Management
• Credit Analysis & Underwriting
• Trade Finance & Working Capital Products
• Portfolio Management
• Financial Statement Analysis
• Sales & Business Development
• Risk and Compliance Management

Behavioral Competencies

• Leadership & Team Management
• Strategic Thinking
• Customer Centricity
• Problem Solving
• Negotiation & Influencing Skills
• Decision Making
• Communication & Presentation Skills
• Results Orientation

Preferred Industry Background

• Private Sector Banks
• Public Sector Banks
• Commercial Banks
• Foreign Banks
• NBFCs
• Financial Institutions servicing SME/MSME segments

Other Requirements