Senior Branch Manager

1. 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

1. 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.

1. 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

1. 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)

1. 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

1. 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