Branch Manager – Bank

CALIBEHR BUSINESS SUPPORT SERVICES PRIVATE LIMITED; Chennai District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

A leading financial services company is seeking a Branch Manager in Chennai. This role requires overseeing operations, achieving sales targets, and managing customer service and compliance standards. The ideal candidate will have over 8 years of experience in the banking sector, including at least 3 years in a managerial position. This position offers a dynamic environment, focusing on sales and customer relationships.

Qualifications

• 8+ years of experience in banking or financial services.
• 3+ years of experience as a Branch Manager.
• Strong sales and customer service skills.

Responsibilities

• Oversee daily operations of the branch in line with objectives.
• Achieve sales targets for liabilities, assets, and fee products.
• Monitor customer service scores and compliance.

Skills

Sales Management

Customer Relationship Management

Risk Management

Team Leadership

Job description

Activity Sheet: Branch Manager

Proposed Grade: AVP/ DVP

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 branch.
• Build a healthy asset and liability book.
• 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 1st of 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 Accountabilities – Customer Service

• Manage Key Branch Relationships.
• Ensure Wait Time within permissible limits as per segmental service approach.
• Achievement of branch Customer Service Scores target.
• Nil Critical Requests at branch.
• 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 roster, 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 Accountabilities – Compliance & Risk Management

• Ensure operations, risk control and process adherence at branches.
• Branch Audit scores.
• Fraud prevention.
• Ops risk monitoring.
• RBI audits, inspections and incognito visits.

Major Activities – Compliance & 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
  • 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.

Principal Accountabilities – Branch Profitability

• Growth in NII ( Net Interest Income) for branch
• Growth in Asset business through branches
• Increase Fee Income>
• Ensure Opex optimization
• Manage cost of cash holding at branch

Major Activities – Branch Profitability

• 1. Enhance for CASA and Time Deposits through service led Sales at branches.
• 2. Monitor daily inflow and outflow reports, GL reports and Day Book reports.
• 3. Incremental growth in, home loans and auto loans sourcing at applicable locations.
• 4. Activate specialized desks depending upon the catchment to generate fee income.
• 5. Ensure optimal cash holdings at branch so as to reduce idle cash lying at branch.
• 6. Increase 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 branch.
• Branch upkeep and maintenance spic & span.
• Availability of necessary infrastructure in branch.

Major Activities – Brand Administration

• 1. Monitor external appearance of the branch fascia, directional signage, entrance, parking area.
• 2. Review in Branch Look & Feel lobby area, merchandising calendar for posters, seating arrangement etc on a daily basis.
• 3. Proper ATM upkeep, notice board and posters.
• 4. Ensure proper functioning of all branch equipments PC, Printers, Xerox Machines, scanners, AC, DQM, CDM etc.
• 5. All employees to be dressed well.
• 6. Ensure adherence guidelines at all workstations, storage area and common area.

Principal Accountabilities – Capability Building & Manpower Management

• Team Building
• Training and Development
• Manpower Planning

Major Activities – Capability Building & Manpower Management

• 1. Mentor / ensure mentoring of new joinees for first three months.
• 2. Job rotation for all employees once in six months
• 3. Briefing all employees on their role and expectations from them
• 4. Give structured feedback to employees on a regular basis
• 5. Conducting Saturday Workshops and in house training programs
• 6. Certification 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 branch.
• Monitor specialized desks at branches.
• Follow up on legal cases pertaining to branch.
• Business continuity planning for the branch.
• Contribute to employee morale and plug employee turnover.

Performance Indicator Measure

• 1. Retail P&L:
  • Net interest Income Percentage achievement against target.
  • Fee Income Percentage achievement against target. We may need to include cross sell somewhere.
• 2. GL Size of branches:
  • Current Accounts
  • Number of accounts
  • Incremental growth in balance
  • Average balance of account (Quality of account)
• 3. Savings Accounts – Number of accounts:
  • Incremental growth in balance
  • Average balance of account (Quality of account) what about salary accounts.
  • Term Deposits
  • Retail penetration of deposits sourced
  • Incremental growth in deposits
• 4. 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.
• 5. Overall Branch Health:
  • Customer Service Branch customer service scores.
  • Compliance IAD Audit Scores and fraud prevention scores.

Exp: 8+ yrs. And should have 3 yrs. Of relevant BM exp.