Branch Manager - Multilpe locations

Ujjivan Small Finance Bank Ltd.; Kasganj; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Ujjivan Small Finance Bank Ltd. seeks a Branch Manager to drive liability targets, ensure exceptional customer service, and oversee branch operations. You will manage a team of 5–7 staff, work with product/marketing teams on campaigns, and ensure regulatory compliance at Gold & Silver branches.

The role reports to the Cluster/Regional Head – Branch Banking. The position requires 7–12 years in core banking sales with 1–2 years in a branch manager role, and a graduation in

Qualifications

• Graduate in Commerce/Business/Economics or related subjects.
• PGDM/ MBA from a Tier 2 or 3 college preferred
• 7-12 years in core banking sales with branch manager experience of 1-2 years

Responsibilities

• Implement branch marketing & communication strategies to strengthen the Ujjivan brand.
• Drive liabilities targets for the branch and manage sales across products.
• Manage customer service, sales environment, and branch operations within regulatory norms.
• Retain customers, grow customer base, and cross-sell products/services.
• Oversee cash management, branch operations, and service quality; coordinate with product/marketing teams for campaigns.
• Monitor daily performance of branch staff and lead a team of 5–7 employees.
• Cascade targets and track achievement through reviews.
• Ensure compliance with KYC/AML and audit requirements; resolve audit observations.
• Educate customers about all products/services offered and maintain high service levels.
• Lead customer connect initiatives and drive branch/channel utilization.

Skills

Sales & marketing

Team management

Customer focus

Regulatory compliance

Cross-selling

Education

Graduate in Commerce/Business/Economics

PGDM/MBA (Tier 2/3 college preferred)

Tools

KYC norms knowledge

Job description

POSITION DESCRIPTION

JOB TITLE : Branch Manager

GRADE : CM

DEPARTMENT : Branch Banking

LOCATION : Branch

SUB-DEPARTMENT : TYPE OF POSITION : Full-time

REPORTS TO : Cluster Head/Regional Head – Branch Banking

REPORTING INTO

Direct Reporting

• RM
• BDE/AAM/AM

Dotted line reporting of

• BOO/BOSM

ROLE PURPOSE & OBJECTIVE

This role is responsible for driving the entire business targets for liabilities assigned to the branch; Manage exceptional customer service, proactive sales environment and efficient branch operations, while adhering to regulations/compliance requirements; Focus on retaining existing customers, increasing the customer base and cross-selling Ujjivan’s products and services; Oversee branch operations, cash management and service quality; work closely with product and marketing teams to drive campaigns at their branches.

The incumbent monitors daily performance of branch staff and manages a team of 5 to 7 employees.

This role is applicable only to Gold & Silver Branches.

SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

• Entire liability target for the branch
• CASA Book – as per the branch
• TASC Book – as per the branch
• BB-FIG Book – as per the branch
• Segment wise book (NR, Senior Citizen, HNI etc) – as per the branch
• Number target for all the respective products.
• CA
• SA
• TASC
• Snr Citizen
• HNI
• NR

KEY DUTIES & RESPONSIBILITIES OF THE ROLE

• Implement branch specific marketing & communication strategies to continuously strengthen the Ujjivan brand.
• This role is responsible for driving the entire business targets for liabilities assigned to the branch.
• Manage exceptional customer service, proactive sales environment and efficient branch operations, while adhering to regulations/compliance requirements
• Focus on retaining existing customers, increasing the customer base and cross-selling Ujjivan’s products and services
• Oversee branch operations, cash management and service quality; work closely with product and marketing teams to drive campaigns at their branches.
• Monitor daily performance of branch staff.
• To manage a team of 5 to 7 employees.
• Cascade targets the branch targets to the respective staffs and ensure achievement is tracked through periodic reviews.
• Ensure all deferrals taken are cleared within the specific period.
• Monitor the overall portfolio of the branch; ensure adherence to compliance and regulatory norms are met.
• Ensure customers are educated about all products/services offered by Ujjivan
• Ensure courteous customer service is offered to customers by the branch staff
• Reduce customer attrition by guiding CCR(s) on exit interviews, customer engagement programs etc.
• Lead customer connect initiatives in the branch vicinity
• Oversee and ensure efficiency in branch/ATM operations through adherence to TAT for various internal and customer end processes; drive utilization of alternate channels
• Ensure compliance with banking guidelines, quality framework and audit requirements; ensure speedy resolution of any audit observations and take necessary steps to prevent recurrence,
• ensure compliance with Know Your Customer (KYC), Anti- Money Laundering (AML), audit and other regulations & applicable laws in the branch
• Monitor, control & minimize all expenses in the Branch, such as telephone, consumption of stationery, computer consumables, electricity and other overheads without sacrificing quality
• Oversee accurate cash management and tallying of accounts in the system through the Cashier
• Accountable for branch safety including security of cash/vault etc.
• Ensure that all members of the Branch staff are up to date on all relevant circulars and all products/services offered in the Branch
• Ensure adherence to training man-days/ mandatory training programs for self and reportees
• Ensure goal-setting, mid-year review and annual appraisal process within specified timelines for self and reportees
• Monitor performance of staff against defined goals/metrics and take corrective action wherever required; undertake disciplinary and attendance monitoring for liabilities sales team and branch operations team
• Coordinate with state HR on people related matters; support branch activities to foster teamwork and continuously make Ujjivan a great place to work
• Ensure coordination between staff of different teams, to build a collaborative spirit and shared sense of purpose (which could also enable cross-sell and overall target achievement)

MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

• Educational
• Qualifications

Qualifications

• Graduate in Commerce/Business/Economics or related subjects. PGDM/ MBA from a Tier 2 or 3 college preferred

Experience

• Should have overall experience of 7-12 Years in core banking sales with good knowledge of banking products and regulatory requirements in banking/micro-finance.
• Should have worked as a Branch Manager for at least 1-2 years.

Functional Skills

• Sales & marketing skills – across multiple products.
• Should have managed a deposit book of 25 to 75 Cr.
• Knowledge on liabilities products & unsecured loans products
• Knowledge of basic accounting and finance administration
• Analytical skills
• Process & Compliance Orientation: Knowledgeable on KYC norms/guidelines for liabilities & unsecured loans

Behavioral Skills

• Managing Customer Relations and excellent service orientation and relationship management skills
• Communication Skills - fluent in the local language & English
• Ability to manage teams and drive performance. Should have managed a team of 7 to 15 staff.
• Achievement/Performance oriented
• Product knowledge
• Training Skills
• Willingness to travel & relocation as per business requirements and career opportunities

Competencies

• Planning and Organizing
• Customer Focus
• Managing Relationships
• Driving Execution
• Collaborating
• Coaching
• Business Acumen
• Influencing

KEY INTERACTIONS

INTERNAL

EXTERNAL

• Regional Product & Marketing team
• State HR
• Cluster Operations Excellence Manager
• Regional Service Quality
• Regional Admin & Infra
• SPOC - ATM
• Regional Audit Manager
• Cash management agencies
• BC Agents
• Civil/Electrical infra vendors
• ATM vendors
• SLBC
• Other banks in vicinity
• Community forums