Job Category: Branch Head - AVP/DVP Grade role
Job Type: Full Time
Job Location: Bangalore CHENNAI Hyderabad Mumbai Pune
Company Name: One of the Leading Bank
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| Job Description of Branch Manager | |
| Business Group: Retail and Consumer Banking Group | |
| Objective: | |
| Execute and monitor overall administration and efficient daily operations of a full service branch office; including operations, lending, product sales, customer service, security and safety in accordance with the Bank’s objectives. | |
| Principal Accountabilities – Sales & Business Development: | |
| Achievement of incremental number and value targets for Liabilities (CA, SA, FD); Assets (Home, Auto & other assets) and Fee Products (MF, LI, GI, Gold & other fee products) Prepare and monitor Sales plan for the branchBuild a healthy asset and liability book.Increase market share in the catchment area (3 to 5 kms radius) | |
| Major Activities – Sales & Business Development: | |
| Sales Planning :Prepare and track product wise – liabilities, assets & fee – AOP for the full financial year.Commerce and catchment mappingPrepare and review monthly activity calendar of outbound activities of BSM / JORoll 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.Review and handhold BOM’s & BSMs on a daily basis and Sales Officers (JOs) on a weekly basis.Conduct Daily Morning Huddles to discuss daily plan and agenda for employees.Ensure proper on-boarding of all new customers acquired.Sale of 3 products per customer within 90 days of account opening.Track inflow outflow reports, account closures, FD renewals, FD closures, overdue FD, locker occupancy, Sales and thus daily business generationMaintain quality of customer acquisition through sourcing mix and on-boarding process.Monitoring DSRs on a regular basis.Lead management proper assignment and closure of leads.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 : | |
| Manage Key Branch RelationshipsEnsure Wait Time within permissible limits as per segmental service approachAchievement of branch Customer Service Scores targetNil Critical Requests at branchNil Escalations at branch and complaint handling | |
| Major Activities – Customer Service: | |
| Make 10 customer visits every week (Top 20% of profitable customers of branch) to maintain and enhance the relationships. Scrutinize all service requests and AOFs being sent to RPC to ensure NIL rejections.Conduct customer engagement program – every month.Lobby Management to be done daily during peak hours.Prepare staff roister, leave calendar and maker-checker seating arrangementInculcating first contact resolution and adherence to customer service mantras by employees at branchResolve customer queries through internal escalation matrix for enhanced service experience for customers implement usage of Product Database among employees for instant resolution of customer’s queries | |
| Principal Accountabilities – Compliance & Risk Management : | |
| Ensure operations, risk control and process adherence at branchesBranch Audit scoresFraud preventionOps risk monitoringRBI audits, inspections and incognito visits | |
| Major Activities – Compliance & Risk Management | |
| Ensuring operations and Risk control at branches in line with internal and regulatory guidelines as per Operations Manual and e-circulars issued from time to time checking, authorizing and verification of various report irregularity report – DailyException report – DailyTOD reports – DailyPending IBRs to be responded – DailySecond level verification of Mitra Committee Report- DailyFormat F (Expenditure) – MonthlyCAT 14 & CAT 15- TOD & Cheque Purchase- FortnightlySubmission of Comp 1 – MonthlyCharge Taking Certificate – as and when requiredUpdation, maintenance and periodic checking of important registersFake notes registerBranch bookComplaints register/ bookVisitor book Maintenance of keys ofCustomer complaint boxOne set of premises keysFake note boxLockers | |
| Physical verification of various security itemsSurprise physical verification of cash, foreign currency, keys, gold coins, jewel loan packets and welcome kits – MonthlyPhysical verification of original and duplicate keys – QuarterlyPhysical verification of locker master keys and vacant locker keys – QuarterlyChecks to be done in respect of asset servicing Non DRO branches- unreconciled open items as per data received from COPS-Repayment team Ensuring that at least one authorized signatory available in the branch for signing NOCAccount sourcing – authorizing the KYC documents by checking the genuineness of the customers at the time of account opening monitoring outstanding long-pending entries in office accounts checking all outstanding EDD cases (money laundering)Clearing his/ her tray for all pending approvals Closure of Key Audit Findings from IAD audits and observations of RRM visitsQuarterly compliance to audit requirementsProper handling and reporting of RBI, and other regulatory audits at branchesCreating awareness among employees on fraud prevention, password protection and branch security | |
| Principal Accountabilities – Branch Profitability : | |
| Growth in NII ( Net Interest Income) for branch growth in Asset business through branches increase Fee IncomeEnsure Opex optimization Manage cost of cash holding at branch | |
| Major Activities – Branch Profitability : | |
| Enhance for CASA and Time Deposits through service led Sales at branchesMonitor daily inflow and outflow reports, GL reports and Day Book report incremental growth in, home loans and auto loans sourcing at applicable locations Activate specialized desks depending upon the catchment to generate fee incomeEnsure optimal cash holdings at branch so as to reduce idle cash lying at branchIncrease in third party product penetration to enhance fee income opportunity | |
| Principal Accountabilities – Brand Administration : | |
| Adhere to standardized Brand guidelines – inside the branch and outside the branchBranch upkeep and maintenance – spic & span Availability of necessary infrastructure in branch | |
| Major Activities – Brand Administration : | |
| Monitor external appearance of the branch – fascia, directional signage, entrance, parking area Review in Branch Look & Feel – lobby area, merchandising calendar for posters, seating arrangement etc on a daily basisProper ATM upkeep, notice board and postersEnsure proper functioning of all branch equipments – PC, Printers, Xerox Machines, scanners, AC, DQM, CDM etcAll employees to be dressed well.Ensure adherence guidelines at all workstations, storage area and common area | |
| Principal Accountabilities – Capability Building & Manpower Management : | |
| Team BuildingTraining and DevelopmentManpower Planning | |
| Major Activities – Capability Building & Manpower Management : | |
| Mentor / ensure mentoring of new joinees for first three months.Job rotation for all employees once in six monthsBriefing all employees on their role and expectations from themGive structured feedback to employees on a regular basisConducting Saturday Workshops and in house training programsCertification of employees on AMFI, IRDA and mandated E-Test and E-Learning by all employees in branch | |
| Other Responsibilities | |
| Implement centrally-originated projects on customer service, automation, processes and compliance in the branchMonitor specialized desks at branchesFollow up on legal cases pertaining to branchBusiness continuity planning for the branchContribute to employee morale and plug employee turnover |
| Performance Indicator | Measure |
| Retail P&L | |
| Net interest Income | Percentage achievement against target |
| Fee Income | Percentage achievement against the target. We may need to include cross-sell somewhere |
| GL Size of branches | |
| Current Accounts | Number of account incremental growth in balanceAverage balance of account (Quality of account) |
| Savings Accounts | Number of account incremental growth in balanceAverage balance of account (Quality of account) what about salary accounts. |
| Term Deposits | Retail penetration of deposits source incremental growth in deposits |
| Asset Targets (Specific to region being handled) | |
| Home Loans | % disbursement achievement against target. Please include loans against collateral |
| Auto Loans | % disbursement achievement against target |
| Personal Loans | % disbursement achievement against target |
| Overall Branch Health | |
| Customer Service | Branch customer service scores |
| Compliance | IAD Audit Scores and fraud prevention scores |