Senior Branch Manager

• POSITION DESCRIPTION
  
  

JOB TITLE : Senior Branch Manager

GRADE : AVP-I

DEPARTMENT : Branch Banking, TASC, TPP

LOCATION : Branch

SUB-DEPARTMENT : Branch Banking

TYPE OF POSITION : Full-time

REPORTS TO : Cluster Head/Regional Head – Branch Banking

REPORTING INTO

Direct Reporting

• BDE/AAM/AM
• BSM/CA-AM
• Dotted line reporting of certain Silver & Gold Branch Heads
• 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.
• This role monitors daily performance of branch staff and manages a team of 10 to 15 employees.
• This role manages leadership reporting of BOO/BOSM & BSM.
• In certain cases will have dotted line reporting of few Silver & Gold Branch Heads reporting to them
• This role is assigned higher targets for their respective branches and is applicable only to Platinum & Titanium 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 10 to 15 employees.
• To manage leadership reporting of BOO/BOSM & BSM
• In certain cases, they will have a dotted line reporting of few Silver & Gold Branch Heads reporting to them
• Will be assigned higher targets for their respective branches.
• 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 8-12 Years in core banking sales with good knowledge of banking products and regulatory requirements in banking.
• Should have worked as a Branch Manager for at least 2-3 years.
  
  

Certifications

Functional Skills

• Sales & marketing skills – across multiple products.
• Should have managed a deposit book of 75 to 300 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
• Managing Relationships
• Driving Execution
• Collaborating
• Coaching
• Business Acumen
• Influencing
• KEY INTERACTIONS
  
  

INTERNAL

EXTERNAL

Regional Product & Marketing team

State HR

Cluster Operations excellence Manager

Regional Service Quality

Regional Admin & Infra

SPOC - ATM

Regional Audit Manager

Cash management agencies

BC Agents

Civil/Electrical infra vendors

ATM vendors

SLBC

Other banks in vicinity

Community forums

PREPARED BY: Priyanka Pal

DATE: 14-02-2024

REVIEWED BY: Jyothi Mohan

DATE: 15-02-2024

LAST UPDATED BY: TM Team

DATE: 17-02-2024

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