RBL Bank hiring For branch manager - Ahmedabad

Major Activities Sales & Business Development:

1. 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.

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

3. Conduct Daily Morning Huddles to discuss daily plan and agenda for employees.

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

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

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

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

8. Monitoring DSRs on a regular basis.

9. Lead management proper assignment and closure of leads.

10. Tapping markets or customer segments within the catchment of the branch, which are hitherto untapped, to increase the GL Base of the branch.

Principal Accountabilities – Customer Service :

1. Manage Key Branch Relationships

2. Ensure Wait Time within permissible limits as per segmental service approach

3. Achievement of branch Customer Service Scores target

4. Nil Critical Requests at branch

5. Nil Escalations at branch and complaint handling

Major Activities – Customer Service:

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

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

3. Conduct customer engagement program - every month.

4. Lobby Management to be done daily during peak hours.

5. Prepare staff roister, leave calendar and maker-checker seating arrangement

6. Inculcating first contact resolution and adherence to customer service mantras by employees at branch

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

8. Implement usage of Product Database among employees for instant resolution of customer’s queries

Principal Accountabilities – Compliance & Risk Management :

1. Ensure operations, risk control and process adherence at branches

2. Branch Audit scores

3. Fraud prevention

4. Ops risk monitoring

5. RBI audits, inspections and incognito visits