Sky Phygital - Location Head-Sky Channel-Phygital

Key Responsibilities

Business & Sales Management

• Own and drive liability and asset business targets for the assigned location.
• Acquire new customers through phygital channels (branch + digital sourcing).
• Increase cross-sell and upsell of banking products (CASA, loans, insurance, investments, etc.).
• Develop and execute local market strategies to maximize penetration and business growth.
• Monitor daily, weekly, and monthly sales performance and ensure target achievement.

Portfolio Management

• Manage and grow the existing customer portfolio with focus on profitability and relationship depth.
• Ensure portfolio quality, risk compliance, and delinquency control.
• Drive customer engagement and retention initiatives to enhance lifetime value.
• Analyze portfolio trends and take corrective actions proactively.

Team Leadership & Development

• Lead, coach, and manage a team of Relationship Managers / Sales Officers.
• Build a high-performance culture with strong focus on productivity and accountability.
• Conduct regular training, performance reviews, and capability-building programs.
• Ensure optimal manpower planning and resource allocation.

Customer Experience & Service

• Ensure seamless customer journey across physical and digital touchpoints.
• Drive high standards of service quality and customer satisfaction (NPS).
• Resolve escalations efficiently and maintain strong customer relationships.

Operational & Compliance Excellence

• Ensure adherence to banking regulations, internal policies, and audit requirements.
• Maintain strict control over KYC, AML, and regulatory compliance.
• Manage operational risks and ensure smooth day-to-day branch functioning.

Digital Adoption & Innovation

• Promote and drive usage of digital banking platforms among customers and team.
• Leverage analytics and technology to improve sales productivity and customer engagement.
• Enable transformation into a phygital banking model.

Key Result Areas (KRAs)

• Achievement of sales and revenue targets
• Growth in customer acquisition and portfolio size
• Improvement in portfolio quality and delinquency control
• Team productivity and engagement
• Customer satisfaction scores (NPS)
• Digital adoption metrics

Qualifications & Experience

• Graduate / Postgraduate (MBA preferred)
• 8-12 years of experience in banking / financial services
• Proven track record in sales leadership and portfolio management
• Experience in managing teams and achieving business targets

Key Skills & Competencies

• Strong sales and business acumen
• Leadership and people management skills
• Customer-centric mindset
• Analytical and problem-solving ability
• Knowledge of banking products and regulations
• Digital orientation and adaptability

Preferred Profile

• Experience in branch banking / liability business / retail banking
• Exposure to phygital or digital-led banking environments
• Strong local market understanding

• A bachelor's degree in Business Administration, Finance, or a related field is preferred.
• Minimum 8-10 years of experience in banking, with a focus on digital or phygital strategies.
• Proven leadership and management skills, with the ability to inspire and motivate teams.
• Strong analytical and problem-solving abilities, with a data-driven approach.
• Excellent communication and interpersonal skills for effective collaboration.
• Experience in developing and implementing successful phygital initiatives is an advantage.
• Knowledge of regulatory requirements and compliance standards in the banking industry.
• Ability to work independently and manage multiple projects simultaneously.
• Proficiency in using digital tools and platforms for banking operations.
• A results-driven mindset with a track record of achieving business goals.

• Lead and manage the Sky Phygital team, providing strategic direction and guidance.
• Develop and implement innovative phygital solutions to enhance the customer experience.
• Collaborate with cross-functional teams to integrate digital and physical banking services.
• Ensure compliance with regulatory standards and bank policies in the phygital space.
• Analyze customer behavior and market trends to identify opportunities for improvement.
• Oversee the design and implementation of phygital marketing campaigns.
• Manage relationships with external partners and vendors for phygital initiatives.
• Monitor and evaluate the performance of phygital channels, identifying areas for optimization.
• Stay updated with industry trends and best practices in phygital banking.
• Provide regular reports and updates to senior management on phygital performance.