Sr Service Delivery Manager (DPO)

Job Description

Sr Service Delivery Manager (DPO)

Chennai, Tamil Nadu

Job Summary

Job Description: Senior Manager - Business Banking

Position Title

Senior Manager - Business Banking

Department

Business Banking

Location

As per business requirement

Reports To

Group Manager / Associate General Manager - Business Banking

Role Purpose

The Senior Manager - Business Banking is responsible for driving business growth, managing a portfolio of SME/MSME and Mid-Corporate customers, leading a team of Relationship Managers, and ensuring the achievement of business objectives across assets, liabilities, fee income, and profitability. The role requires strong expertise in relationship management, credit evaluation, portfolio monitoring, and team leadership while ensuring compliance with regulatory and internal governance standards.

Key Responsibilities

Business Growth & Portfolio Management

• Drive growth of the Business Banking portfolio by acquiring new customers and expanding existing relationships.
• Achieve business targets for assets, liabilities, revenue, profitability, and fee income.
• Identify and develop opportunities within SME, MSME, Commercial Banking, and Emerging Corporate segments.
• Build a strong customer pipeline through market mapping and strategic networking.
• Drive cross-selling and up-selling of lending, transaction banking, treasury, insurance, and wealth products.

Customer Relationship Management

• Manage and deepen relationships with key Business Banking clients.
• Understand customer business needs and provide tailored financial solutions.
• Ensure high levels of customer satisfaction, retention, and relationship deepening.
• Address customer escalations and ensure prompt issue resolution.
• Act as a trusted advisor to clients on banking and financial requirements.

Credit & Risk Management

• Review customer financials and assess creditworthiness.
• Recommend and structure credit proposals in line with bank policies and risk appetite.
• Monitor portfolio quality, delinquency trends, and early warning indicators.
• Work closely with Credit and Risk teams to ensure prudent lending decisions.
• Drive portfolio growth while maintaining asset quality and minimizing NPAs.

Team Leadership & Capability Building

• Lead, mentor, and manage a team of Relationship Managers and Business Development personnel.
• Set performance goals and monitor achievement against targets.
• Conduct regular coaching sessions and capability development programs.
• Drive employee engagement and foster a high-performance culture.
• Support succession planning and talent development initiatives.

Business Strategy & Execution

• Implement business strategies and sales plans aligned with organizational objectives.
• Analyze market trends, customer behavior, and competitive landscape.
• Identify opportunities for business expansion and market penetration.
• Drive adoption of digital banking solutions among customers.
• Participate in strategic initiatives to improve operational efficiency and business productivity.

Compliance & Governance

• Ensure strict adherence to RBI regulations, KYC, AML, and internal policies.
• Maintain complete customer documentation and process compliance.
• Support internal and external audits and ensure timely closure of audit observations.
• Promote strong governance and risk management practices within the team.

Stakeholder Management

• Collaborate with Credit, Product, Operations, Risk, Compliance, and Service teams.
• Build strong relationships with internal and external stakeholders.
• Participate in management reviews and business performance discussions.
• Represent the bank in client meetings, trade forums, and industry events.

Key Performance Indicators (KPIs)

• Achievement of asset, liability, and revenue targets
• Portfolio growth and profitability
• New customer acquisition
• Fee income generation
• Cross-sell and product penetration
• Portfolio quality and NPA control
• Customer satisfaction and retention
• Team productivity and performance
• Compliance and audit adherence
• Employee engagement and development

Skill Requirements

Essential

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

Preferred

• MBA / PGDM in Finance, Marketing, Banking, or a related field.
• Professional certifications in Credit Management, Risk Management, Commercial Banking, or Financial Services.

Experience

• 8-12 years of experience in Banking and Financial Services.
• Minimum 5-8 years of relevant experience in Business Banking, SME Banking, Commercial Banking, or Corporate Banking.
• Strong track record of business development, portfolio management, and customer relationship management.
• Experience in leading teams and managing business performance.
• Proven expertise in credit assessment and risk management.

Required Competencies

Functional Competencies

• Business Banking & SME Banking
• Commercial Lending
• Credit Analysis & Underwriting
• Financial Statement Analysis
• Relationship Management
• Trade Finance & Working Capital Solutions
• Portfolio Management
• Sales & Business Development
• Risk & Compliance Management
• Cash Management & Liability Products

Behavioral Competencies

• Leadership & Team Management
• Strategic Thinking
• Customer Centricity
• Result Orientation
• Decision Making
• Problem Solving
• Influencing & Negotiation Skills
• Communication & Presentation Skills
• Stakeholder Management
• Change Leadership

Preferred Industry Background

• Public Sector Banks
• Private Sector Banks
• Foreign Banks
• Small Finance Banks
• NBFCs
• Financial Institutions specializing in 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.