Director - Senior Branch Manager

Standard Chartered India; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Standard Chartered India is hiring for a branch-basedSenior Sales & Service role in Gurugram. The position focuses on delivering high-quality service to walk-in customers, driving cross-sell, and achieving revenue targets across liability, wealth, and asset products.

The role emphasizes relationship management, customer acquisition and retention, and ensuring compliance with policies, while coaching staff to optimize productivity and customer satisfaction.

Qualifications

• Deep understanding of retail banking products and processes.
• Proven ability to manage teams and drive performance.
• Excellent communication and relationship-building with customers.

Responsibilities

• Drive revenue growth through liability products, wealth management and loans.
• Ensure compliance with bank policies and regulatory requirements.
• Lead customer acquisition and retention programs at the branch level.
• Coach staff to improve service quality and cross-sell performance.
• Monitor operational metrics and risk controls to ensure audit readiness.

Skills

Banking Knowledge

Team Management

Strong communication

Customer orientation

Interpersonal skills

Diligent & Punctual

Education

Graduate/ Post Graduate

Job description

Job Summary

Servicing primarily walk-in customers to fulfill the specific transactional requirements of the customer through high quality customer service while increasing product penetration through cross sell and achieving allocated portfolio and revenue targets.

Job Summary

Servicing primarily walk-in customers to fulfill the specific transactional requirements of the customer through high quality customer service while increasing product penetration through cross sell and achieving allocated portfolio and revenue targets.

Sales And Service Objectives

• Maximize sales performance to achieve given revenue targets of the branch and zone through liability products [Current /Savings /Term deposits], wealth management products and asset related products (secured, unsecured)
• Ensure effective Relationship Management by monitoring the movement of the top customers of the branch, devise and implement a customer acquisition and retention programme. Improve product per customer holding.
• Device strategies to counter competition and maximize market share in the Catchment area of the branch, by below the line activities and promotions.
• Provide support for new product launches, and champion new sales initiatives
• Collaborate with Segment to facilitate up- streaming of customers
• Ensure employees are adequately trained on all products/ processes and services facilitating first time resolution. Minimize rejections and customer complaints
• Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below benchmark, sustain and better-quality service
• Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
• Ensure PFM, teller and service managers’ productivity are at optimum levels
• He/she is aware of bank’s Misspelling & Sales Policies and ensure adherence all the time.

Operations And Compliance

• Ensure satisfactory ratings in all internal/external audits conducted at the branch
• Ensure compliance to all Operations health documents like KCD/KRI/OPS manual, process notes and circulars issued from time to time. Perform regular KCS checks mandated
• Ensure timely and accurate submission of all returns both internal and statutory for sales and service
• Ensure accurate and timely processing of all customer instructions as per applicable processes/ circulars

Revenue And Cost Management

• Lead revenue generation and profitable growth by focusing on:
• Improved deposit mix comprising Current and Savings accounts
• Waiver Tracking and Management
• Non-funds-based income
• Ensure costs are managed within budgets

Change Management

• Implement change initiatives in the areas of branch space rationalization/ optimization, transaction migration, systems implementation, process Re-engineering and premises reconfiguration

People Management

• Drive and embed a strong performance culture through inspiring, motivating and rigorous performance management discipline. Develop and build talents within branch through optimal resourcing, capacity planning, succession planning and engagements
• Achieve high employee engagement and satisfaction. Retain talent, check attrition
• Identify and address training and development needs of staff on an on-going basis

Segment Ownership

• Implement all segment/ product initiatives in the catchment (PRB/ NR/ SME/ Mortgages)
• Jointly own the delivery of segment / product (PRB/ NR/ SME / Mortgages) objectives with the segment

Others

• Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD and Money laundering prevention and ensure compliance thereto. Any suspicious transaction must immediately be reported as per guidelines
• Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance
• Responsible for health and safety for all. As part of the Health and Safety guidelines you should:
• Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; Co-operate with Management to support and promote Health and safety in the workplace;
• Ensure that your actions do not put others at risk; Work in a healthy and safe manner;
• Encourage others to work in a healthy and safe manner;
• Report all accidents and incidents and bring to the attention of the management any hazard in the workplace
• As a manager you are also responsible for the health and safety aspects within your area of control. You need to ensure that:
• Your employees are adequately trained and supervised to perform their tasks in a safe manner and are free to raise any Health and safety issues and these issues are addressed appropriately.
• The contractors working in your area or for you are working in a safe & healthy manner.

Key Responsibilities

Risk Management

Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC.

• Ensure compliance with the above policies on an ongoing basis and reported any suspicious transaction immediately to the supervising officer.
• Ensure full awareness of all policies relating to operational risk, sales processes, misselling, etc. and comply with the same
• Read, understand and comply with all provisions of the Group Code of Conduct.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, elevate, mitigate and resolve risk, conduct and compliance matters.

Skills And Experience

• Diligent & Punctual
• Banking Knowledge
• Team Management
• Strong communication skills
• Customer orientation and sales focus
• Good interpersonal skills

Qualifications

• Graduate/ Post Graduate
• At least 7-8 years of overall experience with sound banking knowledge- all aspects of general banking, retail operations and credit operations / deposit and lending products / inspection and audit requirements, as applicable.
• Leadership skills, communication skills, relationship building skills, competitive awareness & benchmarking
• Customer Orientation and Business Focus.

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We

Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do

Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well

Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What We Offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.

Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.

Flexible working options based around home and office locations, with flexible working patterns.

Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits

A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.

Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.