Branch Manager

Job Description

Activity Sheet: Branch ManagerBusiness Group:Retail and Consumer Banking GroupObjective: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 Banks objectives.Principal AccountabilitySales & Business Development:

1. 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)
2. Prepare and monitor Sales plan for the branch
3. Build a healthy asset and liability book.
4. Increase market share in the catchment area (3 to 5 kms radius)

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 1stof every month followed by weekly and monthly reviews.
• Review all employees in branch quarterly.
• Review productivity of BSMs / BOMs/ JOs on a weekly basis.

2. Review and handhold BOMs & 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 AccountabilityCustomer 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 customers queries

Principal AccountabilityCompliance & Risk Management :

1. 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
2. Checking, authorizing and verification of various reports

• Irregularity report Daily
• Exception report Daily
• TOD reports Daily
• Pending IBRs to be responded Daily
• Second level verification of Mitra Committee Report- Daily
• Format F (Expenditure) Monthly
• CAT 14 & CAT 15- TOD & Cheque Purchase- Fortnightly
• Submission of Comp 1 Monthly
• Charge Taking Certificate - as and when required

3. Updation, maintenance and periodic checking of important registers

• Fake notes register
• Branch book
• Complaints register/ book
• Visitor book

4. Maintenance of keys of

• Customer complaint box
• One set of premises keys
• Fake note box
• Lockers

5. Physical verification of various security items

• Surprise physical verification of cash, foreign currency, keys, gold coins, jewel loan packets and welcome kits Monthly
• Physical verification of original and duplicate keys Quarterly
• Physical verification of locker master keys and vacant locker keys Quarterly

6. Checks 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 NOC

7. Account sourcing authorizing the KYC documents by checking the genuineness of the customers at the time of account opening
8. Monitoring outstanding long pending entries in office accounts
9. Checking all outstanding EDD cases (money laundering)
10. Clearing his/ her tray for all pending approvals
11. Closure of Key Audit Findings from IAD audits and observations of RRM visits
12. Quarterly compliance to audit requirements
13. Proper handling and reporting of RBI, and other regulatory audits at branches
14. Creating awareness among employees on fraud prevention, password protection and branch security

Keyskills :
marketingbusiness development salestarget insurance