Responsibilities Lead a result-oriented team and is responsible for managing the Branch Profitability, ensuring high quality service and Customer Relationship Management, Operation and risk. Own all branch-banking objectives and overall branch supervision, ensure achievement of overall Branch Targets by generating business and cross sales 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. Objectives Ensure clarity of Business objectives among staff Adherence of sales process & Operational Checklist. Job Responsibilities (JR): 6 8 Areas Actionable (4-6) Achievement of Business Targets Achievement of Income and contribution targets Achievement of Incremental Current Account & Saving Account targets Cost to 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. Program / Channel Management Managed program (Wherever Applicable) Ensuring Revenue generating roles Channel overall target achievement (Wherever Applicable) Ensuring HNW Portfolio Management and customer service (Wherever Applicable) Ensuring achievement of cross sell Ratio Complains 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) BRM - SQ rating Targeted growth of existing portfolio Attrition Control as confirmed for portfolio growth Percentage of depleted accounts TAT delays Effective resolution of complaints from Next Step & Talisma. Review and resolution of offsite ATM complaints Organising customer meets to solicit feedback on service and products Mystery Shopping Ratings Ensuring Contact Ratio Ensuring Cross Sell Ratio Review of all CRM and ensuring adherence and TAT. People Management Staff Turnover Staff Motivation and morale Training - staff is exposed to skill based, product knowledge based and . Productivity of Coex/LSE on CASA/Demat/Credit Cards (A) Operational knowledge based training Staff productivity management Review and Control Review vault /Vault& Key register, Monitor Physical verification of cash (Periodic). Audit Rating 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. CompetencyExecution Excellence: Planning Continuous improvement Quality Result Business Knowledge Managing people & Relationships: Collaboration Customer delight Promoting HDFC Values Coaching Conflict Resolution Personal Effectiveness: Ownership Feedback and Active listening Clarity of expression Analytical Ability Influencing Decision Making Assignment of WorkLiaison with external customers, retail marketing, audit, IT, product development group, retail operations, clearing, currency chest, ATM vendors, other functional heads on case to case basis, and RBI officials Educational QualificationsKey Skills Graduation: (Min) Certifications: AMFI Certification(Optional) IRDA Certification(Optional) NCFM Certification (Optional) Internal Certification-NR Modules-(Optional)) Strategic Vision Business Understanding Planning &Organizing Initiative Decision Making Numerical and Analytical Ability Accuracy Develop Subordinates and team Communication Response Time Sales / Marketing skills Interperonal skills Hands on approach Aggressive Listening skills Ability to work under pressure Team Player Confidence Adaptability Influencing skills Monitoring skills Implementing skills Mentoring Experience Required Minimum experience in years 3 to 10 yrs Exposure to banking preferable Major Stakeholders (intra team and other cross functional stakeholders, who would need to be interacted with for discharging duties) Customers, Admin/Infra/HR ,retail marketing, audit, IT, product development group, retail operations, clearing, currency chest, ATM vendors, other functional heads on case to case basis, and RBI officials
