Service Delivery Director (DPO)

Job Summary

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Job Description: Deputy General Manager - Business Banking

Position Title

Deputy General Manager (DGM) – Business Banking

Department

Business Banking

Location

As per business requirement

Reports To

General Manager / Head – Business Banking

The Deputy General Manager – Business Banking is responsible for driving business growth, profitability, portfolio quality, and customer acquisition across the Business Banking segment. The role involves leading sales and relationship management teams, formulating business strategies, managing key customer relationships, ensuring compliance with regulatory requirements, and delivering sustainable growth through effective portfolio management.

Key Responsibilities

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Business Growth \& Revenue Management

• Drive acquisition and growth of Business Banking customers, including SMEs, Mid-Market, and Emerging Corporate clients.
• Develop and execute business strategies to achieve annual revenue, liability, asset, and fee income targets.
• Expand market share through customer acquisition, cross-selling, and deepening existing relationships.
• Monitor and analyze business performance metrics and initiate corrective actions wherever necessary.

Relationship Management

• Build and maintain relationships with key customers, industry leaders, and external stakeholders.
• Ensure superior customer service delivery and customer retention.
• Lead engagement with high-value clients and strategic accounts.
• Resolve customer escalations and drive customer satisfaction initiatives.

Credit \& Risk Management

• Ensure quality growth of lending portfolios while maintaining acceptable risk standards.
• Oversee credit proposals, underwriting processes, and portfolio reviews.
• Monitor portfolio health, delinquency trends, and risk indicators.
• Work closely with Risk and Credit teams for effective risk mitigation and governance.

Team Leadership

• Lead, mentor, and develop Business Banking teams across assigned geographies.
• Drive performance through target setting, coaching, and regular performance reviews.
• Foster a high-performance culture focused on collaboration, accountability, and customer-centricity.
• Identify talent and implement succession planning initiatives.

Strategic Planning \& Execution

• Formulate and implement business plans aligned with organizational goals.
• Identify market opportunities and emerging industry trends.
• Collaborate with Product, Operations, Credit, and Technology teams to enhance business outcomes.
• Drive digital adoption and process transformation initiatives.

Compliance \& Governance

• Ensure adherence to all regulatory, compliance, audit, and internal policy requirements.
• Support internal and external audits and ensure timely closure of observations.
• Maintain strong governance standards across all business operations.

Stakeholder Management

• Coordinate with senior leadership on strategic initiatives and business performance.
• Build effective partnerships with internal functions including Risk, Operations, Finance, HR, and Compliance.
• Represent the organization in customer, industry, and regulatory forums as required.

Key Performance Indicators (KPIs)

• Business Banking portfolio growth
• Revenue and profitability achievement
• Asset and liability acquisition
• Cross-sell and fee income generation
• Portfolio quality and delinquency metrics
• Customer satisfaction and retention
• Team productivity and engagement
• Compliance and audit adherence

Skill Requirements

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Qualifications

Education

• Bachelor's Degree in Commerce, Finance, Business Administration, Economics, or related field.
• MBA/PGDM from a recognized institution preferred.

Experience

• 12-18+ years of experience in Banking/Financial Services.

Must Have Skill

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Lending - Commercial/ Business Banking - Processing

Good to Have Skill

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Other Requirements

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