Supervise and monitor branch transactions, ensuring compliance with regulatory and audit guidelines.
Oversee lobby management, branch merchandising, and overall customer service experience.
Manage branch operations including dummy accounts, suspense accounts, deferred entries, and account reconciliation (payables/receivables).
Ensure branch-level audit compliance and assist with documentation and reporting processes.
Sales, Cross-Sell & Business Development
Actively promote and sell a wide range of banking products: Current & Savings Accounts, Life Insurance, Retail & Business Loans, DSHL, Credit Cards, Mutual Funds, and Fixed Deposits.
Monitor and drive cross-selling initiatives by Personal Bankers and Contract Sales Staff; ensure lead generation for Third Party Products (TPP).
Drive revenue growth through mapped portfolio enhancement and new customer acquisition.
Conduct field visits, ensuring minimum six joint visits monthly and client contact at least once every two months.
Team Supervision & Staff Productivity
Supervise Personal Banker desks and outsourced sales staff to ensure daily targets and service benchmarks are met.
Guide and mentor team members for performance improvement and training on product knowledge.
Ensure teller staff is well-trained on bank products and customer handling protocols.
Customer Service & Relationship Management
Deliver exceptional customer service and proactively resolve walk-in client concerns and queries.
Support customer retention by offering relevant financial solutions and ensuring service excellence.
Address operational and service issues promptly to enhance customer satisfaction and trust.
Key Skills & Competencies
Strong leadership and supervisory skills
Excellent customer relationship and service orientation
In-depth knowledge of banking products and compliance requirements
