Branch Head

Job Description

Superior and Consistent Customer Service Ensures Efficient complaint management within specified TATs Drives high service scores Conducts customer engagement programs and marketing events Ensures proper implementation of CRM by the Sales , Relationship & BSD departments and to be reviewed at every interval Strengthening Systems , Controls and Processes Ensures Upkeep of the Branch and ATM and raises issues if required Liaises with respective teams for effective and efficient Fraud Management within the cluster Ensures branch compliance with Bank s policies and processes Ensures timely submission of MIS reports Ensures safety and security of Bank and customers assets Ensures Audit related deliverables both internal and external are met as per the prescribed norms Ensures Role clarity to employees in the branch and manage attrition Cross Sell & Portfolio Management Focuses on Sustained Revenue Generation for their respective branch Acquire Liabilities of family / group members of customers in the non - managed portfolio Ensures Cross sell of other bank and third - party products to existing customers in non - managed portfolio P&L Management Maintains the Profit and Loss statement and Balance Sheet for the branch Executes the Branch Strategy in line with the overall Branch Banking strategy for the bank Sustained revenue generation for the branch through cross sell of TPP , RA and BB products Liabilities mobilization through CASA portfolio growth Transactions: Ensures all the counters are opened and staff is ready to service client s atleast 15 minutes before the customer timings Ensures proper scrutiny of all transactional documents submitted by the customer vis - - vis branch checklist to ensure all that all necessary documents are submitted by the customer Supports the Business Managers / Business Heads / Financial control team in preparation of any audit related deliverables i.e. internal / external concerning a transaction executed for a corporate client. Addresses all transaction related enquiries i.e. pre , during & post transaction processing & escalations Ensure strong monitoring of all transactions in the branch & maintain accurate / strong MIS for the branch. The same may be needed by the bank for overall management of branch processes & business planning Ensures frequent monitoring of all over - aged cases (deferrals , pending items , etc.) & appropriate escalation of the same in a timely & balanced manner to the senior management Ensures that knowledge , skills & capabilities are built across entire team of BSPs , so as to have internal backups to ensure that work is not hampered in by absenteeism or resignations Account Opening & Maintenance: Monitors the processes for account opening , account maintenance & account closure related formalities as per YBL process Handles customers enquiries and instructions , whilst ensuring that the Bank s delivery standards are met in achieving total customer satisfaction. e.g. timely checking of account opening documentation , opening of Accounts etc. Ensures adherence to process & documentation standards (e.g. , forms / checklists , welcome calling , approvals , etc.) Performance Management Tracks and monitors daily productivity and book movement of the branch Partners with the HCM Business partner for periodic review of performance of executives in the Branch and identify training needs if required Monitors and enables the achievement of goals and key performance indicators for direct reports and ensures effective implementation of the performance management process in the section. Ensuring Training & Development Develops talent within the team by providing guidance , ongoing feedback , coaching and development opportunities to individuals to enable achievement of the defined goals. Follows risk policy and processes to mitigate the operational , regulatory , financial , informational , reputational and audit risks as instructed by the departmental manager. Executes the established internal control systems and compiles relevant information for departmental audits , as necessary.,

Keyskills :
insurancebankingmarketingsalesccountopeningfraudmanagementbranchbankingstatementsofworksowbusinessdevelopmentkeyperformanceindicatorsbalancesheetinternalcontroltrainingneedscustomerservice