Company: Bharat Financial Inclusion Limited

Designation: Area Manager Trainee, Member Services

Location of Position: Anywhere in India
Department: Member Services
Reports to: Regional Manager, Member Services

Job Summary:
The Area Manager is responsible for finalizing strategy and ensuring the effective day-today
management of operations for his / her assigned Area. This individual is particularly
responsible for providing support and developing Unit and Branch Managers, ensuring that
they become effective leaders in the organization.

Responsibilities:
Member Services Management:
• Portfolio Quality: Ensure all assigned Units and Branches have high repayments, good
center discipline, and high attendance levels that meet BFIL standards
• Customer Satisfaction: Ensure high level of customer satisfaction through high service
quality. Coach Unit and Branch Managers in analyzing reasons behind high drop-out
rates and identifying techniques to reduce drop-out problems
• Productivity/Profitability: Monitor profitability and performance of assigned Units and
Branches using various productivity, efficiency and financial parameters. Guide Unit and
Branch managers towards achieving optimal standards in all parameters and ensure that
their target goals are met
• Monitoring and Internal Audit Compliance: Ensure adherence to policies and processes
for all products, correcting procedural flaws and appropriately addressing any possibility
of fraud; ensure proper documentation; support Unit and Branch Managers in
troubleshooting field problems and identifying, designing, and implementing
improvements; Ultimate responsibility for compliance with internal audit
recommendations
• Reporting: Submit reports on time
• Risk Mitigation: Identify and analyze risks (economic, social, political, etc) related to
broader loan portfolio; ensure portfolio diversification and quality across activities and
Area
• Insurance: Ensure smooth day-to-day implementation and operations of Insurance
products, overseeing claim processing and settlements. Monitor performance using
various productivity, efficiency and customer service parameters through field visits and
use of MIS analytic tools. Provide HO with consolidated report on Insurance activities in
Area. Oversee launch of new Insurance products
• Other responsibilities as assigned
Operations Management:
• Ensure that Unit and Branch offices have proper functional support.
• Ensure utilization of operational resources and compliance with operational processes
• Support reportees in coordinating with Head Office functional representatives
People Management:
• Hire, manage, develop and coach Unit Managers for assigned Area. Help direct reports
effectively hire, manage, develop and coach their teams to achieve all growth, quality,
and branding goals
• Ensure fair and consistent HR practices at all levels in assigned Area
• Assist in developing, refining, and delivering training for Unit Managers and lower levels
as needed
External Communications and Relations:
• Represent BFIL as the chief spokesperson for the organization at the Area level.
• Support Unit and Branch Managers in representing BFIL at the Unit and Branch Level,
including visitor management and maintaining relationships with external parties and
stakeholders (banks, political parties, etc.)
Growth and Business Development:
• New branch identification: Identify potential areas for expanding operations
• Design and administer surveys in the new branch areas and prepare a business plan for
the new branch and area based on the survey
• Work with the Business Development team to identify, pilot, and roll out potential new
products and services that can be introduced in existing branches

Qualifications / Required Knowledge, Skills, and Abilities:

Behavioral:
• Passionate commitment to BFIL’s mission
• Ability to effectively communicate with the public
• Good analytic skills, judgment and ability to make independent decisions informed by
both quantitative and qualitative data (including informal feedback from stakeholders and
non-business context: socio-political-religious environmental factors)
• Ability to work with minimal direction. Self-starter
• Good interpersonal, relationship management, customer service, and rapport building
skills
• Good leadership and people management skills, with ability to manage people both
directly and indirectly at multiple levels and remotely
• Ability to prioritize, multi-task, delegate, and proactively resolve problems
• Demonstrated potential to take initiative in building a growing customer base and team
Technical:
• Proficiency in MS Office (Word, PowerPoint, Excel)
• Proficiency or ability to quickly gain proficiency in BFIL software applications - Basic
Accounting Skills
• Excellent reading and writing skills in English required. Good knowledge of Hindi and /
or regional languages is strongly preferred
• Able and willing to travel extensively, including remote rural areas

Required Education and Experience:

• Post-graduate degree or equivalent experience required, specialization in Rural
Management/Development strongly preferred.