Branch Manager

Job Role Purpose:

Lead a result-oriented team as is responsible for managing the Branch top line, Profitability, ensuring high quality service and Customer Relationship Management, Operation, risk and Audit.

Own all branch banking objectives and overall branch supervision, ensure achievement of overall Branch Targets by generating business and cross sell.

Key Customer Relationship Management & Supervision of all High-Net-Worth customer programs

Ensure all components of the branch sales model function as per design

Complaints Handling

Review Branch Operations reports

Managing teller operations and vault

Branch Merchandising & Co-ordination with Marketing at product level

Review vault register and Key Registers

Review Suspense & Dummy accounts

Ensure compliance with Banking Rules, Regulations & Procedures

Periodic review of progress vs. objective. Ensure clarity pf Business objectives among staff

Adherence of sales process & Operational Checklist.

Create visibility for the brand / branches in and around the catchment area.

Catchment area mapping

Activity management

Job Responsibilities (6-8 areas):

Actionables:

Achievement of Business Targets

• Achieving top line liability, Asset Cross sell and third-party distribution business.
• Achievement of Income and contribution targets
• Achievement of Incremental Current Account & Saving Account targets
• Cost of Income Ratio benchmark
• Cross Sell Products like Demat, Credit cards, Mutual Funds, Insurance, Investment Advisory and Assets etc.
• Ensuring Portfolio Growth
• Ensuring Cross Sell Ratio
• Service quality
• NPS (Net promotor scores)
• Personally, managing top clients in the branch

Complaints and Customer Management

• Ensure all components of the branch sales model function as per design and regulatory compliance.
• Complaints Handling
• Process adherence (Sales /Audit / Risk / Operation & Compliance)
• Targeted growth of existing portfolio
• Attrition Control as confirmed for portfolio growth.
• Percentage of depleted accounts
• TAT delays
• Effective resolution of complaints from complaints management system. Review and resolution of offsite ATM complaints
• Organising customer meets to solicit
• Feedback on service and products

People Management

• Managing Employee Attrition at Branches
• Staff Motivation and Morale
• Training staff is exposed to skill based; product knowledge based
• Staff productivity management
• IRDA / AMFI / xxxx certifications for front line sales resources

Review & Control

• Review vault / Vault Key register, Monitor Physical verification of cash (Periodic surprise verification) & other attributes as per operational Manual, SOPs circulars etc.
• Audit Rating

Regulatory Compliance & Certification

• No frauds / Operational errors,
• Review Suspense & Dummy accounts
• Ensure Compliance with Banking rules, Regulations & Procedures
• Periodic review of progress vs. objectives
• Ensure clarity of Business objectives among staff
• Adherence of sales process.