Job Title: Branch Head Retail Branch

Department: Retail Branch

Reports to: Cluster Manager Retail Branch

Location:

1: Job Purpose Statement (Summarise in one/two statements why this job exists, and the contribution makes to the overall business of the company).

The Branch Head is responsible for managing end-to-end branch operations, driving business growth, ensuring compliance, and delivering superior customer service. This role focuses on achieving financial targets, maintaining audit standards, and implementing operational discipline while fostering a high-performance culture within the branch.

2: Duties & Responsibilities (List in the order of importance the duties & responsibilities of this job)

1. Drive ACH activation for customers as per defined targets.
2. Ensure desired audit ratings and timely ATR submission in the audit portal.
3. Maintain DWM discipline through daily reporting and adherence to operational standards.
4. Handle exceptions related to KFS upload and CSS creation within defined TAT.
5. Achieve fee-based business targets (HI, AFC, MI) and investment business targets (FD, MF).
6. Deliver loan business targets (PAPQ, Suvidha, Wheels Loan) as per annual plans.
7. Ensure timely PDD updation (RC, Invoice, Insurance) within SLA.
8. Improve QRC resolution within TAT to enhance customer satisfaction.
9. Ensure timely file movement/dispatch to RMC before the 20th of the next month.
10. Build and mentor branch team for performance excellence and compliance adherence.

3:



Key Challenges (List the key tasks performed to support the main objectives of the position).

1. Achieving diverse product targets across fee, investment, and loan businesses.
2. Maintaining audit compliance and operational discipline.
3. Managing customer expectations while ensuring timely service delivery.
4. Driving digital adoption and process efficiency at the branch level.

4: Decision Making Authority (Describes the type of decisions made alone, those on which the manager must be consulted, those referred to a higher level, and job procedures to be followed)

1. Independent: Daily branch operations, customer issue resolution, exception handling.
2. Consultative: Business strategy implementation, manpower allocation.
3. Escalated: Policy changes, major financial decisions.

5: List of internal and external stakeholders the role is expected to interact with to execute duties effectively

- Internal Stakeholders: BOPS, Cluster Manager, Cashier, Circle Head, Business Team, HO Retail team, Risk, Audit.
- External Stakeholders: Customers, vendors, regulatory bodies

6: Job Requirements (Describe the educational requirements, suggested year and type of experience, nature and extent of skills/abilities required for the desired position).

Skilled Qualification

Knowledge

Skills & Attitude

Graduate/Postgraduate with 610 years of experience in Retail Finance/NBFC/BFSI

- Branch operations
- Audit & compliance

- Business development

- Risk management
- Leadership & team management

- Analytical ability

- Customer centricity

- Result orientation

📌 Branch Head Retail Branch (Delhi)
🏢 Mahindra Finance
📍 Delhi