Branch Manager - Multilpe locations

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 **Business** - 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. **Customers** - 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 **Internal Process** - 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. **Learning & Performance** - 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** - 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. Certifications 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