Job description
Role & 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. Objectives Ensure clarity of Business objectives among staff
- Adherence of sales process & Operational Checklist.
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
Preferred candidate profile
- Minimum experience in years 5 to 9 yrs
- Exposure to banking sector preferable
- NCFM Certification (Optional)
JOB IS EXPIRED.