Branch Manager

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