Branch Manager - Bank

Job Description :

Key Responsibilities : Sales & Business Development

Salary: 10-15 LPA

Principal Accountabilities :

- Achievement of incremental number and value targets for Liabilities (CA, SA, FD); Assets (Home, Auto & other assets) and Fee Products (MF, LI, GI, Gold & other fee products)

- Prepare and monitor Sales plan for the branch

- Build a healthy asset and liability book.

- Increase market share in the catchment area (3 to 5 kms radius)

Major Activities :

Sales Planning :

- Prepare and track product wise - liabilities, assets & fee - AOP for the full financial year.

- Commerce and catchment mapping

- Prepare and review monthly activity calendar of outbound activities of BSM / JO

- Roll out MOP for outbound and inbound sales on 1st of every month followed by weekly and monthly reviews.

- Review all employees in branch quarterly.

- Review productivity of BSMs / BOM- s/ JOs on a weekly basis.

- Review and handhold BOM's & BSMs on a daily basis and Sales Officers (JOs) on a weekly basis.

- Conduct daily morning huddles to discuss daily plan and agenda for employees.

- Ensure proper on-boarding of all new customers acquired.

- Sale of 3 products per customer within 90 days of account opening.

- Track inflow outflow reports, account closures, FD renewals, FD closures, overdue FD, locker occupancy, Sales and thus daily business generation

- Maintain quality of customer acquisition through sourcing mix and on-boarding process.

- Monitoring DSRs on a regular basis.

- Lead management proper assignment and closure of leads.

- Tap markets or customer segments within the catchment of the branch, which are hitherto untapped, to increase the GL base of the branch.

Customer Service :

Principal Accountabilities :

- Manage key branch relationships

- Ensure wait time within permissible limits as per segmental service approach

- Achievement of branch customer service scores target

- Nil critical requests at Branch

- Nil escalations at Branch and complaint handling

Major Activities :

- Make 10 customer visits every week (Top 20% of profitable customers of branch) to maintain and enhance the relationships.

- Scrutinize all service requests and AOFs being sent to RPC to ensure NIL rejections.

- Conduct customer engagement program - every month.

- Lobby Management to be done daily during peak hours.

- Prepare staff roster, leave calendar and maker-checker seating arrangement

- Inculcate first contact resolution and adhere to customer service mantras by employees at Branch

- Resolve customer queries through internal escalation matrix for enhanced service experience for customers

- Implement usage of product database among employees for instant resolution of customer's queries

Compliance & Risk Management :

Principal Accountabilities :

- Ensure operations, risk control and process adherence at Branches

- Branch audit scores

- Fraud prevention

- Ops risk monitoring

- RBI audits, inspections and incognito visits

Major Activities :

- Ensure operations and risk control at Branches in line with internal and regulatory guidelines as per operations manual and e-circulars issued from time to time

Check, authorize and verify various reports :

- Irregularity report - Daily

- Exception report - Daily

- TOD reports - Daily

- Pending IBRs to be responded - Daily

- Second level verification of Mitra Committee Report- Daily

- Format F (Expenditure) - Monthly

- CAT 14 & CAT 15- TOD & Cheque Purchase- Fortnightly

- Submission of Comp 1 - Monthly

- Charge Taking Certificate - as and when required

Update, maintain and check periodically of important registers :

- Fake notes register

- Branch book

- Complaints register/ book

- Visitor book

Maintenance of keys of :

- Customer complaint box

- One set of premises keys

- Fake note box

- Lockers

Physical verification of various security items :

- Surprise physical verification of cash, foreign currency, keys, gold coins, jewel loan packets and welcome kits - Monthly

- Physical verification of original and duplicate keys - Quarterly

- Physical verification of locker master keys and vacant locker keys - Quarterly

Checks to be done in respect of asset servicing :

- Non DRO branches- unreconciled open items as per data received from COPS-Repayment team

- Ensure that at least one authorized signatory available in the branch for signing NOC

- Account sourcing - authorizing the KYC documents by checking the genuineness of the customers at the time of account opening

- Monitor outstanding long pending entries in office accounts

Check all outstanding EDD cases (money laundering) :

- Clear his/ her tray for all pending approvals

- Closure of Key Audit Findings from IAD audits and observations of RRM visits

- Quarterly compliance to audit requirements

- Proper handling and reporting of RBI, and other regulatory audits at branches

- Create awareness among employees on fraud prevention, password protection and branch security

- Branch Profitability

Principal Accountabilities :

- Growth in NII ( Net Interest Income) for branch

- Growth in Asset business through branches

- Increase Fee Income

- Ensure Opex optimization

- Manage cost of cash holding at branch

Major Activities :

- Enhance for CASA and Time Deposits through service led Sales at branches

- Monitor daily inflow and outflow reports, GL reports and Day Book reports

- Incremental growth in, home loans and auto loans sourcing at applicable locations

- Activate specialized desks depending upon the catchment to generate fee income

- Ensure optimal cash holdings at branch so as to reduce idle cash lying at branch

- Increase in third party product penetration to enhance fee income opportunity

Branch Administration :

Principal Accountabilities :

- Adhere to standardized brand guidelines - inside the branch and outside the branch

- Branch upkeep and maintenance - spic & span

- Availability of necessary infrastructure in branch

Major Activities :

- Monitor external appearance of the branch - fascia, directional signage, entrance, parking area

- Review in Branch Look & Feel - lobby area, merchandising calendar for posters, seating arrangement etc on a daily basis

- Proper ATM upkeep, notice board and posters

- Ensure proper functioning of all branch equipments - PC, Printers, Xerox Machines, scanners, AC, DQM, CDM etc

- All employees to be dressed well.

- Ensure adherence guidelines at all workstations, storage area and common area

Capability Building & Manpower Management :

Principal Accountabilities :

- Team Building

- Training and Development

- Manpower Planning

Major Activities :

- Mentor/ ensure mentoring of new joinees for first three months

- Job rotation for all employees once in six months

- Brief all employees on their role and expectations from them

- Give structured feedback to employees on a regular basis

- Conduct Saturday workshops and in house training programs

- Certification of employees on AMFI, IRDA and mandated E-Test and E-Learning by all employees in branch

Other Responsibilities :

- Implement centrally-originated projects on customer service, automation, processes and compliance in the branch

- Monitor specialized desks at branches

- Follow up on legal cases pertaining to branch

- Business continuity planning for the branch

- Contribute to employee morale and plug employee turnover

- Performance Indicators

- Retail P&L

- Net Interest Income - Percentage achievement against target

- Fee Income - Percentage achievement against target. We may need to include cross sell somewhere

- GL Size of branches

- Current Accounts

Qualifications Requirement : Any Graduate with minimum aggregate of 50%

Experience Requirement : 5+ Years