Job Description

JOB PURPOSE
• Provide support in terms of staff recruitment and training. Identifying and giving right person the right job
• Ensure all reporting relationships have a job description and understand their job.
• Create leaders for the future by identifying and developing people. Handhold new CHs and guide/ train them
• Create a motivated team in the Zone
• Provide guidance and direction on various parameters of business so that targets are met.
• Ensure that all reportees achieve business objectives.
• Provide strategy and plan for meeting targets/ objectives
• Ensure that processes are implemented across all reporting business units
• Ensure all procedures, processes and objectives rolled out are explained to reportees for implementation. Down the line
• Constantly monitor progress on implementation of strategy and achievement of various actionables and objectives and to provide regular feedback on performance.
• Identify gaps and initiate corrective action
• Provide... guidance and direction to ensure that all operational guidelines are strictly adhered to.
• Ensure high levels of customer service
• Support branches for resolving/ sorting out ‘people’ related issues.
• Ensure proper disciplinary action is taken as and when required
• Ensure operational excellence at all branches
• Ensure implementation of all the guidelines and audit processes
• Ensure 5s implementation in all the branches
• Provide guidance to the branches to garner the business in the catchment area and to be the market leader in each catchment and location
• Liasioning/ escalating with various departments within the Zone and support branches
• Liasioning with other channels e.g. SLIC/ AMCs to ensure branches get maximum support
• Individual Customer Visits - either self initiated or as per BM's / Branch staff's requirement.
• Periodic visits to Corporates with CSRM/KCM with intent to increase market share and understand any service issues. Also sales call to large prospective corporates to help source CSA.
• Lead a result oriented team and is responsible for achieving the Zonal sales targets, ensuring high quality service and customer relationship management. Ensure compliance with banking rules, regulations & procedures.

Skills Required

Retail Branch Banking, Branch Banking, Retail Banking, Sales, Acquisition, Branch Operations, Customer Service, Cost Management

Location

Nagpur, Maharashtra, India

Roles & Responsibilities

PRINCIPAL ACCOUNTABILITIES:

Achievement of Business Targets
• Income, Contribution and Cost/ Income targets
• Incremental Current and SB numbers
• Ensure acquisition of Quality Customers
• Ensure activation of newly opened accounts through the respective channels who sourced the accounts
• Ensure achievement of Incremental NAV , CIB and Closure values by each branch
• Cross Sell product – Demat, HSL, Credit Cards, TPP (MF, Insurance), Retail FX, Retail Assets and Business Banking.
• Cross sell TF and FX products at a good price point and ensure effective TAT in delivering the respective products
• Direct Banking targets

Achievement of Productivity Benchmarks

Monitor, guide each and every branch through the cluster head so that the benchmarked productivity is met for the following resources allocated to each branch
• RM Productivity
• PB Productivity
• Coex Productivity
• ADM Productivity
• BDR Productivity
• Non-Sales Staff Productivity

HNW/ ICRM/ Classic Portfolio Management
• Process Adherence
• Achievement of RM, Imperia and Classic income (TPP and others) targets
• Achievement of Portfolio Growth targets
• Achievement of Cross Sell targets
• Achievement of portfolio parameter benchmarks – Total no. of groups raced, Customer Contacts, Sales to Portfolio, CTG and IPH, ensure acquisition of New to Bank Customer and effective product penetration in each group

KCM/ CSRM Channel Management
• Achievement of overall CSA nos. , Salary Upload values and SLC % credit
• Achievement of Cross Sell Targets – HL, PL, AL, TWL, Demat, HSL, Prepaid Cards, Gold Bars, MF and Insurance targets.
• Efficient Management of Corporates by the KCM/ CSRM Head
• Ensure Activities and Help Desks at Corporates
• Review on performance
• Joint calls to corporates with KCMs/ CSRM - Head.

Customer Service
• SQ rating
• Ensure benchmarks are achieved on Efficiency Parameters – CA, SB Activation, Depletion Control, TAT delays, FTNR (liability and demat), Instant Holds, 2nd Product Cross Sell, Banding improvement
• Lobby and Bearer Management process implementation
• Effective handling of complaints and ensuring resolution within TAT by monitoring regular updation of complaints, ensure adequate closure of complaints, ensure appropriate reply given to complaints made to the Managing Director
• Identify problem areas, in which the branches under the management are receiving regular complaints, escalate to the appropriate authority in the bank to reduce the incidence of such complaints.

Branch Network Expansion
• Formulate plan for branch expansion
• Identification of properties
• Completion of all lease formalities and launch of branches
• Identification of existing premises branches requiring modification/ renovation.
• Handling of Infrastructure related items

Offsite ATM expansion
• Formulating the plan for Offsite ATM
• Identification of properties for ATMs and
• Completion of lease formalities and setting up of offsite ATM sites.
• Identification and completion of lease for branch properties
• Monitor the ATMs are used optimally and profitable
• Monitor the ATMs with 100% uptime by guiding Offsite ATM Coordinators and vendors like NCR etc.

People Management
• Recruitment and career management
• Staff Turnover
• Staff Motivation and morale
• Training - staff is exposed to skill based, product knowledge based and Operational knowledge based training
• Inter Group Relationship with staff members of other divisions like WBO, ECG, Corporate Banking, FIG, Treasury, Credit Cards and Assets

Branch Operations
• Audit Rating
• No frauds / Operational Errors
• Quality Sourcing and KYC adherence
• Dummy / Suspense fortnightly reporting

Cost Management
• Cost Control as per budget
• Branch Profitability

Branch & ATM Management
• Better lobby management
• Clean branch / ATM (both onsite and offsite ATMs linked to the branch )
• Branch Merchandising at branch / onsite ATM
• Offsite ATM Management

Others
• Liaise with the Direct Sales team to ensure that commitments/ objectives are met.
• Monitor weekly meeting of BM / SM, BM/ ADM, BM / CAM in guiding all the stake holders to achieve the agreed targets
• Interaction with other business groups for support/ resolving of issues
• Interaction with Marketing Team
• Management of cash holding in branches at lowest levels, Liaise with Head Currency Chest and WBO to proper supply and lifting of cash to and from branches.
• Staff Contact Branch visits and ‘Town Halls’.
• Leadership in propagating the 'One Bank' objective
• Communication of Senior Management directives down the line
• Providing constructive feedback/ solutions for customer/ business issues. Ensure all problems are identified with action steps, accountability and monitoring of the same with target dates
• Structured Client visits with well documented follow up process in order to get the entire business
• Implementation, follow and reporting for initiatives rolled out by the Central Office, Regional Office and ‘Product’.
• ZH Discussion with the Branch/ Sales team after completion of every visit by the Cluster Head.
• Liaison with Reserve Bank of India, Banking Ombudsman, Issue Department
• Liaison with Local Labor Enforcement Agencies
• To attend SLBC meetings

Key Skills
• Sales and Influencing Skills
• Banking Product & Process Knowledge
• Planning and Organizing Skills
• Communication Skill
• Knowledge of Competition & Current trends in financial Industry.

Education/Qualification

Graduate / Post Graduate

Desirable Skills

Retail Branch Banking, Branch Banking, Retail Banking, Sales, Acquisition, Branch Operations, Customer Service, Cost Management

Years Of Experience

10 to 20 Years
Nagpur Maharashtra India

Salary Criteria