Job Title: Customer Manager Department: Operations
Reports To: Branch Manager Location: Region
1: Job Purpose Statement (Summarize in one/two statements why this job exists and the contribution
makes to the overall business of the company).
Identifying, sourcing and generating business to achieving own targets while ensuring good quality of loans
and timely collection.





2: Duties & Responsibilities ( List in the order of importance the duties & responsibilities of this job)
For Business Development:
o Creating market awareness about Mahindra Rural Home Finance by carrying out sales promotion /
village activities.
o Marketing Activity Plan to be prepared for generating required number of leads from Existing and new
villages in a cluster.
o Prepare date wise route plan for lead generation and documentation in discussion with Team Leader.
o Enter all new leads generated in Agrassar Module. Simultaneously, update existing leads in Agrassar
o Maintaining and developing relationships with existing customers and other local bodies (Sarpanch,
Panchayat, Registrars)in order to get references and ease out the documentation process.
For Portfolio Health:
o Collecting Pre and post EMIs from the customer
o Following up with NPA cases for collections, Assist collections team in closing NPAs where PTPs are
broken repeatedly for all contracts mapped to him
For Process improvement and Adherence:
o Conducting preliminary field investigations and reference checks to verify the credibility of the potential
customer
o Collecting the requisite documents from potential customer and passing it to credit officer for
verification
o Supporting Credit officer to get necessary documents and information to facilitate loan sanctioning and
disbursement
o Following up on loan approvals for submitted files
o Ensuring that complete documentation, stamping and other formalities related to pre / post
disbursement are completed as required
o Handling over the loan disbursement cheque to customer as required.
o Providing time to time market feedback to team leader to facilitate business planning,
o Attend weekly performance review meetings with the Team Leader
For Customer Satisfaction:
o Educating the potential customer on the complete process and the documents required for getting the
loan sanctioned
o Helping the potential customer in arranging the necessary documents
o Maintain Customer Relations by addressing Customer complaints and grievances and also promoting the
referral schemes available with us.





3: Organizational Relationship (Provide an organizational chart which illustrates the organizational
structure above and below this position).
Branch Manager
Customer Manager
4: Key Challenges (List the key tasks performed to support the main objectives of the position).
o Getting legal documents / NOC
o Getting Own Contribution from client 25%
o Educating the customer about the loan disbursement process
5: Decision Making Authority (Describes the type of decisions made alone, those on which the
manager must be consulted, those referred to a higher level, and job procedures to be followed).
o Initial assessment of the Loan Eligibility of the customer.
6: Job Requirements (Describe the educational requirements, suggested year and type of experience,
nature and extent of skills/abilities required for the desired position).
Professional Skills & Knowledge Leadership Competencies Functional
Qualification Competencies
Graduate Product Knowledge Understanding of MRHFL’s Customer
Communication Products & Scheme Relationship
Relationship Financial Product sales Management
Networking Customer relationship Financial Product
Management Sales
Rural Housing Finance Basics Digital Financial Literacy