- Lead a result-oriented team and is responsible for managing the Branch Prof itability,ensuring high quality service and Customer Relationship Management, Operation and risk.
- Own all branch-banking objectives and overall branch supervision, ensure achievement of overall Branch Targets by generating business and cross sales
- Key Customer Relationship Management & supervision of all High-Net-Wor th customer programs
- Ensure all components of the branch sales model function as per design
- Complaints Handling
- Review Branch Operations reports
- Managing teller operations and vault
- Branch Merchandising & co-ordination with Marketing at product level
- Review vault register and Key Registers
- Adherence of sales process & Operational Checklist.
Job Responsibilities:
Achievement of Business Targets:
• Achievement of Income and contribution targets
- Achievement of Incremental Current, Account & Saving Account targets
- Cost to Income Ratio benchmark
- Cross Sell Products like Demat, Credit Cards, Mutual Funds, Insurance, Investment Advisory, and Assets etc.
- Ensuring Portfolio Growth
- Ensuring Cross Sell Ratio.
Program / Channel Management:
- Managed program (Wherever Applicable)
- Ensuring Revenue generating roles
- Channel overall target achievement
- (Wherever Applicable)
- Ensuring HNW Portfolio Management and
- Customer service (Wherever Applicable)
- Ensuring achievement of cross sell Ratio.
Complains and Customer Management:
• Ensure all components of the, branch sales model function as per design and regulatory compliance.
- Complaints Handling.
- Process adherence
(Sales/Audit/RISK/Operation)
- BRM - SQ rating
- Targeted growth of existing portfolio
- Attrition Control as conf irmed for portfolio growth
- Percentage of depleted accounts
- TAT delays
- Ef fective resolution of complaints from Next Step & Talisma. Review andresolution of of fsite ATM complaints
- Organising customer meets to solicit feedback on service and products
- Mystery Shopping Ratings
- Ensuring Contact Ratio
- Ensuring Cross Sell Ratio
- Review of all CRM and ensuring adherence and TAT.
People Management:
• Staf f Turnover
- Staf f Motivation and morale
- Training - staf f is exposed to skill based, product knowledge based and .
- Productivity of Coex/LSE on CASA/Demat/Credit Cards (A)
- Operational knowledge based training
- Staff productivity management.