Job Description

Job Name - PA (Business Unit) : RBB-Branch Mgr - Retail Branch Banking

Job Title : (Job Name) - RBB-Branch Mgr

Business Unit (PA) :Retail Branch Banking

Team : (Sub team in the PA): Retail Branch Banking

Reports to (job): Cluster Head /Circle Head

Location of role :Pan India

Job Fn : Sales

Role Type: Supervisory

No of direct reportees: 1-18

Travel Required: Extensive

Job Band Range : E3 -D3

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. objectivesEnsure 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.

Competency Execution 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 Work Liaison 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 Qualifications Key Skills

- Strategic Vision

Certifications:

- AMFI Certification(Optional)

- IRDA Certification(Optional)

- NCFM Certification (Optional)

- Internal Certification-NR Modules-

(Optional)

- 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