POSITION DESCRIPTION
GRADE
CM
DEPARTMENT
Branch Banking
REPORTS TO - Cluster Head/Regional Head Branch Banking
REPORTING INTO
Direct reporting:
Dotted line reporting of
ROLE PURPOSE & OBJECTIVE
- This role is responsible for driving the entire business targets for liabilities assigned to the branch; Manage exceptional customer service, proactive sales environment and efficient branch operations, while adhering to regulations/compliance requirements; Focus on retaining existing customers, increasing the customer base and cross-selling Ujjivans products and services; Oversee branch operations, cash management and service quality; work closely with product and marketing teams to drive campaigns at their branches.
- The incumbent monitors daily performance of branch staff and manages a team of 5 to 7 employees.
- This role is applicable only to Gold & Silver Branches.
SIZE OF THE ROLE
FINANCIAL SIZE
NON-FINANCIAL SIZE
- Entire liability target for the branch
- CASA Book as per the branch
- TASC Book as per the branch
- BB-FIG Book as per the branch
- Segment wise book (NR, Senior Citizen, HNI etc) as per the branch
- Number target for all the respective products.
- CA
- SA
- TASC
- Snr Citizen
- HNI
- NR
KEY DUTIES & RESPONSIBILITIES OF THE ROLE
Business
- Implement branch specific marketing & communication strategies to continuously strengthen the Ujjivan brand.
- This role is responsible for driving the entire business targets for liabilities assigned to the branch.
- Manage exceptional customer service, proactive sales environment and efficient branch operations, while adhering to regulations/compliance requirements
- Focus on retaining existing customers, increasing the customer base and cross-selling Ujjivans products and services
- Oversee branch operations, cash management and service quality; work closely with product and marketing teams to drive campaigns at their branches.
- Monitor daily performance of branch staff.
- To manage a team of 5 to 7 employees.
- Cascade targets the branch targets to the respective staffs and ensure achievement is tracked through periodic reviews.
- Ensure all deferrals taken are cleared within the specific period.
- Monitor the overall portfolio of the branch; ensure adherence to compliance and regulatory norms are met.
Customers
- Ensure customers are educated about all products/services offered by Ujjivan
- Ensure courteous customer service is offered to customers by the branch staff
- Reduce customer attrition by guiding CCR(s) on exit interviews, customer engagement programs etc.
- Lead customer connect initiatives in the branch vicinity
Internal Process
- Oversee and ensure efficiency in branch/ATM operations through adherence to TAT for various internal and customer end processes; drive utilization of alternate channels
- Ensure compliance with banking guidelines, quality framework and audit requirements; ensure speedy resolution of any audit observations and take necessary steps to prevent recurrence, ensure compliance with Know Your Customer (KYC), Anti- Money Laundering (AML), audit and other regulations & applicable laws in the branch
- Monitor, control & minimize all expenses in the Branch, such as telephone, consumption of stationery, computer consumables, electricity and other overheads without sacrificing quality
- Oversee accurate cash management and tallying of accounts in the system through the Cashier
- Accountable for branch safety including security of cash/vault etc.
Learning & Performance
- Ensure that all members of the Branch staff are up to date on all relevant circulars and all products/services offered in the Branch
- Ensure adherence to training man-days/ mandatory training programs for self and reportees
- Ensure goal-setting, mid-year review and annual appraisal process within specified timelines for self and reportees
- Monitor performance of staff against defined goals/metrics and take corrective action wherever required; undertake disciplinary and attendance monitoring for liabilities sales team and branch operations team
- Coordinate with state HR on people related matters; support branch activities to foster teamwork and continuously make Ujjivan a great place to work
- Ensure coordination between staff of different teams, to build a collaborative spirit and shared sense of purpose (which could also enable cross-sell and overall target achievement)
MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS
Educational Qualifications
- Graduate in Commerce/Business/Economics or related subjects. PGDM/ MBA from a Tier 2 or 3 college preferred
Experience
- Should have overall experience of 7-12 Years in core banking sales with good knowledge of banking products and regulatory requirements in banking/micro-finance.
- Should have worked as a Branch Manager for at least 1-2 years.
Functional Skills
- Sales & marketing skills across multiple products.
- Should have managed a deposit book of 25 to 75 Cr.
- Knowledge on liabilities products & unsecured loans products
- Knowledge of basic accounting and finance administration
- Analytical skills
- Process & Compliance Orientation: Knowledgeable on KYC norms/guidelines for liabilities & unsecured loans
Behavioral Skills
- Managing Customer Relations and excellent service orientation and relationship management skills
- Communication Skills - fluent in the local language & English
- Ability to manage teams and drive performance. Should have managed a team of 7 to 15 staff.
- Achievement/Performance oriented
- Product knowledge.
