Senior Branch Manager

SALES AND SERVICE OBJECTIVES

• Maximize sales performance to achieve given revenue targets of the branch and zone through liability products [Current /Savings /Term deposits], wealth management products and asset related products (secured, unsecured)
• Ensure effective Relationship Management by monitoring the movement of the top customers of the branch, devise and implement a customer acquisition and retention programme. Improve product per customer holding.
• Device strategies to counter competition and maximize market share in the Catchment area of the branch, by below the line activities and promotions.
• Provide support for new product launches, and champion new sales initiatives 
• Collaborate with Segment to facilitate up- streaming of customers
• Ensure employees are adequately trained on all products/ processes and services facilitating first time resolution. Minimize rejections and customer complaints
• Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service 
• Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
• Ensure PFM, teller and service managers productivity are at optimum levels
• He/She is aware of bank's Mis-selling & Sales Policies and ensure adherence all the times.

OPERATIONS AND COMPLIANCE

• Ensure satisfactory ratings in all internal/external audits conducted at the branch
• Ensure compliance to all Operations health documents like KCD/KRI/OPS manual, process notes and circulars issued from time to time. Perform regular KCS checks mandated
• Ensure timely and accurate submission of all returns both internal and statutory for sales and service
• Ensure accurate and timely processing of all customer instructions as per applicable processes/ circulars

REVENUE AND COST MANAGEMENT 

• Lead revenue generation and profitable growth by focusing on:
• Improved deposit mix comprising Current and Savings accounts
• Waiver Tracking and Management
• Non-funds based income
• Ensure costs are managed within budgets

CHANGE MANAGEMENT

• Implement change initiatives in the areas of branch space rationalization/ optimization, transaction migration, systems implementation, process Re-engineering and premises reconfiguration

PEOPLE MANAGEMENT

• Drive and embed a strong performance culture through inspiring, motivating and rigorous performance management discipline. Develop and build talents within branch through optimal resourcing, capacity planning, succession planning and engagements
• Achieve high employee engagement and satisfaction. Retain talent, check attrition
• Identify and address training and development needs of staff on an on-going basis

SEGMENT OWNERSHIP

• Implement all segment/ product initiatives in the catchment (PRB/ NR/ SME/ Mortgages)
• Jointly own the delivery of segment / product (PRB/ NR/ SME / Mortgages) objectives with the segment

OTHERS

• Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD and Money laundering prevention and ensure compliance thereto. Any suspicious transaction must immediately be reported as per guidelines
• Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance
• Responsible for health and safety for all. As part of the Health and Safety guidelines you should:
• Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; Co-operate with Management to support and promote Health and safety in the workplace;
• Ensure that your actions do not put others at risk; Work in a healthy and safe manner;
• Encourage others to work in a healthy and safe manner;
• Report all accidents and incidents and bring to the attention of the management any hazard in the workplace
• As a manager you are also responsible for the health and safety aspects within your area of control. You need to ensure that:
• Your employees are adequately trained and supervised to perform their tasks in a safe manner and are free to raise any Health and safety issues and these issues are addressed appropriately.
• The contractors working in your area or for you are working in a safe & healthy manner.

SKILLS AND EXPERIENCE

• Diligent & Punctual   
• Banking Knowledge   
• Team Management   
• Strong communication skills   
• Customer orientation and sales focus   
• Good interpersonal skills   

QUALIFICATIONS

• Graduate/ Post Graduate 
• At least 7-8 years of overall experience with sound banking knowledge- all aspects of general banking, retail operations and credit operations / deposit and lending products / inspection and audit requirements, as applicable.
• Leadership skills, communication skills, relationship building skills, competitive awareness & benchmarking
• Customer Orientation and Business Focus.

COMPETENCIES

Action Oriented

Collaborates

Customer Focus

Gives Clarity & Guidance

Manages Ambiguity

Develops Talent

Drives Vision & Purpose

Nimble Learning

Decision Quality

Courage

Instills Trust

Strategic Mindset