Job Function and Role Type
Branch Operations & Sales, Individual Contributor
Version No
2.0
Job Purpose
Ensure error-free operations and adherence to bank processes. Deliver superior customer service and achieve branch profitability through cross-selling and customer engagement.
Key Responsibilities
Sales & Process Implementation
Maintain daily sales reports and monitor calling activities.
Acquire quality savings and current accounts.
Promote credit cards, third-party products, and fixed deposits.
Retain customers and manage sales resource performance.
Audit & Compliance
Ensure compliance with hygiene parameters and branch upkeep.
Handle escalations and customer complaints.
Control attrition and monitor large account movements.
Managing Classic Portfolio
Group customers with family members for portfolio growth.
Achieve profitability and enhance customer group values.
Mentor and guide Personal Bankers on responsibilities.
Customer Services
Manage lobby and queues for smooth operations.
Resolve complaints within TAT and improve communication.
Promote direct banking channels and ensure account opening within TAT.
Operations
Act as vault custodian and ensure process checks.
Authorize account openings and monitor documentation.
Ensure branch batch closure and timely locker operations.
Marketing Activities
Ensure branch merchandising aligns with guidelines.
Adhere to 5-S norms for workstations.
Staff Management
Train staff on products, processes, and sales techniques.
Monitor productivity and provide guidance for improvement.
Send staff for regular classroom training.
Education:
Graduate; Postgraduate preferred.
Certifications:
AMFI, IRDA, NCFM (optional).
Key Competencies
Banking product knowledge, sales and influencing skills, team management, communication, awareness of banking regulations.
Major Stakeholders
Customers, Branch Banking Team, Operations,
📌 RBB-PB Authoriser (Mumbai)
🏢 HDFC Bank
📍 Mumbai
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