Branch Head - Senior Manager

Job Title:

Branch Manager

Job Purpose

Lead a result-oriented team and manage Branch Profitability, ensuring high-quality service, Customer Relationship Management, Operations, and Risk.

Own all branch-banking objectives and overall supervision of the branch, ensuring the achievement of branch targets by generating business and driving cross-sells.

Key responsibilities also include overseeing High Net Worth (HNW) customer programs, branch operations, and maintaining compliance with banking regulations and procedures.

Key Responsibilities (JR)

1. Achievement of Business Targets

• Achievement of income and contribution targets
• Achieving incremental Current Account and Savings Account (CASA) targets
• Maintain the Cost to Income Ratio benchmark
• Drive cross-selling of products such as:
• Demat accounts
• Credit Cards
• Mutual Funds
• Insurance
• Investment Advisory
• Asset Products
• Ensure portfolio growth and cross-sell ratios

2. Program / Channel Management

• Manage programs as applicable (e.g., HNW Portfolio Management and customer service)
• Ensure revenue-generating roles across channels are meeting targets
• Oversee HNW Portfolio management to maintain high service levels and achieve cross-sell ratios

3. Complaints and Customer Management

• Ensure all components of the branch sales model operate per design and regulatory compliance
• Handle and resolve customer complaints effectively and within target timelines
• Monitor and improve BRM SQ ratings
• Focus on targeted growth for existing portfolios
• Attrition control for portfolio growth
• Maintain low percentage of depleted accounts
• Resolve TAT delays, offsite ATM complaints, and review customer feedback
• Organize customer meets to solicit feedback on services and products
• Ensure the Contact and Cross-Sell ratios are met
• Review CRM adherence and ensure timely responses

4. People Management

• Manage staff turnover and motivate the team
• Encourage high morale through appropriate training and exposure to skill/product knowledge
• Manage productivity of Coex/LSE teams on CASA/Demat/Credit Cards
• Provide operational training to ensure a knowledgeable workforce
• Manage staff productivity and performance

5. Review and Control

• Perform regular reviews of vault and key registers
• Monitor periodic physical verification of cash
• Maintain high audit ratings with no operational errors or fraud
• Review Suspense and Dummy accounts to ensure compliance
• Ensure adherence to banking regulations, rules, and procedures
• Conduct periodic progress reviews and ensure clarity on business objectives among staff
• Enforce strict adherence to sales processes

Competency Requirements

Execution Excellence:

• Strong planning and organization skills
• A continuous improvement mindset
• Achieve high-quality results with a focus on business knowledge and managing people

Managing People & Relationships:

• Collaboration skills and customer delight focus
• Promote HDFC values, coaching, and conflict resolution
• Ability to manage interpersonal relationships and team dynamics

Personal Effectiveness:

• Strong ownership and feedback mechanisms
• Ability to listen actively and express ideas clearly
• Analytical ability, influencing, and decision-making skills

Assignment of Work

Liaise with external customers, retail marketing, audit, IT, product development groups, retail operations, clearing, currency chest, ATM vendors, other functional heads, and RBI officials on a case-to-case basis.

Educational Qualifications

• Minimum:

  Graduation

Certifications (Optional)

• AMFI Certification
• IRDA Certification
• NCFM Certification
• Internal Certification NR Modules
• Other industry-specific certifications

Key Skills

• Strategic Vision and Business Understanding
• Strong Planning & Organizing Abilities
• Decision-Making and Analytical Skills
• Excellent Communication and Sales/Marketing Skills
• Ability to Work Under Pressure and Handle Stress
• Strong Team Player with Hands-On Approach
• Mentoring and Staff Development Skills
• Effective Listening, Influencing, and Monitoring Skills

Experience Required

• Minimum of

  3 to 10 years

  of experience in banking or related fields
• Exposure to branch management, sales, and operations is preferred

Major Stakeholders (Intra-team and Cross-functional)

• Customers
• Admin/Infra/HR
• Retail Marketing
• Audit
• IT
• Product Development Groups
• Retail Operations
• Clearing, Currency Chest, and ATM Vendors
• Other Functional Heads
• RBI Officials