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Company :- RBL Bank
Position :- Branch Manager
Location:- Chennai
Job Description
Job Title
Branch Manager
Department
Retail Branch Banking
Grade
Senior Manager / AVP / DVP
Job Location
Chennai/ Bangalore/Hyderabad
Reporting To
Cluster Head – Branch & Business Banking
Position Purpose
Execute and monitor overall administration and efficient daily operations of a full service branch office; including operations, lending, product sales, customer service, security and safety in accordance with the Bank’s objectives. Achievement of incremental number and value targets for Liabilities (CA, SA, FD); Assets (Home, Auto & other assets) and Fee Products (MF, LI, GI, Gold & other fee products) Prepare and monitor Sales plan for the branch Build a healthy asset and liability book. Increase market share in the catchment area (3 to 5 kms radius)
Position Responsibilities
Sr.
Key Responsibilities – Sales & Business Development:
1
Sales Planning: Review and handhold BOM’s & BSMs on a daily basis and Sales Officers (JOs) on a weekly basis. Conduct Daily Morning Huddles to discuss daily plan and agenda for employees. Ensure proper on-boarding of all new customers acquired. Sale of 3 products per customer within 90 days of account opening. Track inflow outflow reports, account closures, FD renewals, FD closures, overdue FD, locker occupancy, Sales and thus daily business generation Maintain quality of customer acquisition through sourcing mix and on-boarding process. Monitoring DSRs on a regular basis. Lead management proper assignment and closure of leads. Tapping markets or customer segments within the catchment of the branch, which are hitherto untapped, to increase the GL Base of the branch.
Sr.
Principal Accountabilities – Customer Service:
1
Manage Key Branch Relationships Ensure Wait Time within permissible limits as per segmental service approach Achievement of branch Customer Service Scores target Nil Critical Requests at branch Nil Escalations at branch and complaint handling
Sr.
Activity Sheet: Branch Manager
1
Make 10 customer visits every week (Top 20% of profitable customers of branch) to maintain and enhance the relationships. Scrutinize all service requests and AOFs being sent to RPC to ensure NIL rejections. Conduct customer engagement program – every month. Lobby Management to be done daily during peak hours. Prepare staff roister, leave calendar and maker-checker seating arrangement Inculcating first contact resolution and adherence to customer service mantras by employees at branch Resolve customer queries through internal escalation matrix for enhanced service experience for customers Implement usage of Product Database among employees for instant resolution of customer’s queries
Sr.
Principal Accountabilities – Compliance & Risk Management:
1
Ensure operations, risk control and process adherence at branches Branch Audit scores Fraud prevention Ops risk monitoring RBI audits, inspections and incognito visits
Sr.
Major Activities – Compliance & Risk Management
1
Sr.
Activity Sheet: Branch Manager
1
Sr.
Principal Accountabilities – Branch Profitability :
1
Growth in NII ( Net Interest Income) for branch Growth in Asset business through branches Increase Fee Income Ensure Opex optimization Manage cost of cash holding at branch
Sr.
Major Activities – Branch Profitability :
1
Enhance for CASA and Time Deposits through service led Sales at branches Monitor daily inflow and outflow reports, GL reports and Day Book reports Incremental growth in, home loans and auto loans sourcing at applicable locations Activate specialized desks depending upon the catchment to generate fee income Ensure optimal cash holdings at branch so as to reduce idle cash lying at branch
Sr.
Principal Accountabilities – Brand Administration :
1
Adhere to standardized Brand guidelines – inside the branch and outside the branch Branch upkeep and maintenance – spic & span Availability of necessary infrastructure in branch Monitor external appearance of the branch – fascia, directional signage, entrance, parking area Review in Branch Look & Feel – lobby area, merchandising calendar for posters, seating arrangement etc on a daily basis Proper ATM upkeep, notice board and posters Ensure proper functioning of all branch equipments – PC, Printers, Xerox Machines, scanners, AC, DQM, CDM etc All employees to be dressed well. Ensure adherence guidelines at all workstations, storage area and common area
Sr.
Principal Accountabilities – Capability Building & Manpower Management :
1
Team Building Training and Development Manpower Planning Mentor / ensure mentoring of new joinees for first three months. Job rotation for all employees once in six months Briefing all employees on their role and expectations from them Give structured feedback to employees on a regular basis Conducting Saturday Workshops and in house training programs Certification of employees on AMFI, IRDA and mandated E-Test and E-Learning by all employees in branch
Sr.
Other Responsibilities:
1
Implement centrally-originated projects on customer service, automation, processes and compliance in the branch Monitor specialized desks at branches Follow up on legal cases pertaining to branch Business continuity planning for the branch Contribute to employee morale and plug employee turnover
Performance Indicator
Measure
Retail P&L
Net interest Income
Percentage achievement against target
Fee Income
Percentage achievement against target. We may need to include cross sell somewhere
GL Size of branches
Current Accounts
Number of accounts Incremental growth in balance Average balance of account (Quality of account)
Savings Accounts
Number of accounts Incremental growth in balance Average balance of account (Quality of account) what about salary accounts.
Term Deposits
Retail penetration of deposits sourced Incremental growth in deposits
Asset Targets (Specific to region being handled)
Home Loans
% disbursement achievement against target. Please include loans against collateral
Auto Loans
% disbursement achievement against target
Personal Loans
% disbursement achievement against target
Overall Branch Health
Customer Service
Branch customer service scores
Compliance
IAD Audit Scores and fraud prevention scores
Qualifications and Experience Requirement
Qualifications
Essential
MBA / Graduate Degree in Financial/Accounting/ Banking, Marketing or equivalent.
Experience
Essential
10 -12 years’ work experience in Banking Experience in managing teams will be preferred
Competency Requirements
Skills
Essential
Sales Management, Strong interpersonal and communication skills – English &Vernacular Exceptional leadership and team management skills Good networking skills – ability to start relationships and guild rapport Ability to plan and deliver business goals Experience in financial services – good knowledge of wealth management, TPP, Assets domain Process Orientations – self-discipline to adhere to laid down processes Have High integrity and professional values Have passion for selling and entrepreneurial orientation
For Management 2000 Placements & Recruitments Pvt., Ltd.,
