Service Delivery Manager (DPO)

Job Description

Service Delivery Manager (DPO)

Lucknow, Uttar Pradesh

Job Summary

Job Description: Manager - Business Banking

Position Title

Manager - Business Banking

Department

Business Banking

Location

As per business requirement

Reports To

Senior Manager / Group Manager - Business Banking

Role Purpose

The Manager - Business Banking is responsible for driving business growth through the acquisition, management, and expansion of business banking relationships within the SME/MSME and Mid-Market segments. The role focuses on achieving business targets, managing customer relationships, assessing credit opportunities, and ensuring portfolio quality while delivering a superior customer experience.

Key Responsibilities

Business Development & Customer Acquisition

• Identify and acquire new Business Banking customers across SME, MSME, and emerging business segments.
• Develop strong customer pipelines through referrals, market mapping, and networking activities.
• Achieve assigned targets for assets, liabilities, revenue, fee income, and profitability.
• Promote a comprehensive suite of business banking products and services.
• Drive cross-selling opportunities across lending, transaction banking, trade finance, and liability products.

Relationship Management

• Build and maintain strong relationships with existing and prospective customers.
• Understand client business models, financial requirements, and growth plans.
• Provide customized banking and financial solutions aligned to customer needs.
• Ensure effective customer servicing and timely resolution of issues.
• Drive customer retention and relationship deepening initiatives.

Credit & Portfolio Management

• Analyze financial statements and assess customer creditworthiness.
• Prepare and recommend credit proposals in accordance with the banks policies and guidelines.
• Monitor portfolio performance and identify early warning signals.
• Work closely with Credit, Risk, and Operations teams for timely processing and approvals.
• Ensure portfolio quality and minimize delinquency levels.

Sales & Revenue Generation

• Meet monthly, quarterly, and annual business targets.
• Increase asset book, liability balances, and fee-based revenues.
• Maximize wallet share through cross-selling and upselling initiatives.
• Generate sustainable and profitable business growth within assigned markets.

Compliance & Risk Management

• Ensure adherence to KYC, AML, regulatory, and internal compliance requirements.
• Maintain complete and accurate customer documentation.
• Follow credit, operational risk, and audit guidelines.
• Ensure all transactions and customer interactions comply with organizational policies.

Market Intelligence & Business Planning

• Monitor market trends, industry developments, and competitor activities.
• Identify growth opportunities within assigned territories.
• Develop and execute territory-level business plans.
• Participate in local business events and networking activities to enhance market presence.

Stakeholder Management

• Collaborate with internal departments including Credit, Operations, Product, Service, and Compliance teams.
• Coordinate with branch teams and support functions to ensure seamless customer onboarding and servicing.
• Maintain effective communication with stakeholders to drive business outcomes.

Key Performance Indicators (KPIs)

• New customer acquisition
• Asset portfolio growth
• Liability mobilization
• Revenue and profitability achievement
• Fee income generation
• Cross-sell penetration
• Portfolio quality and delinquency management
• Customer retention and satisfaction
• Turnaround time for customer onboarding and credit proposals

Compliance and audit performance

Skill Requirements

Essential

• Bachelors Degree in Commerce, Finance, Economics, Banking, Business Administration, or related field.

Preferred

• MBA / PGDM in Finance, Marketing, Banking, or related discipline.
• Certifications in Credit Analysis, Risk Management, Commercial Banking, or Financial Services.

Experience

• 5-8 years of experience in Banking and Financial Services.
• Minimum 3-5 years of relevant experience in Business Banking, SME Banking, Commercial Banking, Corporate Banking, or Relationship Management.
• Experience in handling business banking customers and credit products.
• Proven track record of achieving sales and portfolio growth targets.

Required Competencies

Functional Competencies

• Business Banking Products
• SME/MSME Banking
• Credit Assessment & Analysis
• Financial Statement Analysis
• Relationship Management
• Trade Finance & Working Capital Products
• Portfolio Management
• Sales & Business Development
• Risk & Compliance Knowledge

Behavioral Competencies

• Customer Centricity
• Result Orientation
• Relationship Building
• Negotiation Skills
• Communication & Presentation
• Problem Solving
• Analytical Thinking
• Planning & Execution
• Team Collaboration

Preferred Industry Background

• Public Sector Banks
• Private Sector Banks
• Foreign Banks
• Small Finance Banks
• NBFCs
• Financial Institutions focused on SME/MSME and Commercial Banking

Other Requirements

Apply now

Information at a Glance

Why HCLTech?

At HCLTech, youll supercharge your potential. Youll find your career. And youll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 230,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion.