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Job Description
POSITION DESCRIPTION
JOB TITLE : Branch Manager
GRADE : CM
DEPARTMENT : Branch Banking
LOCATION : Branch
SUB-DEPARTMENT : TYPE OF POSITION : Full-time
REPORTS TO : Cluster Head/Regional Head – Branch Banking
REPORTING INTO
Direct Reporting
RM BDE/AAM/AM
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. The incumbent monitors daily performance of branch staff and manages a team of 5 to 7 employees. This role is applicable only to Gold & Silver 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 5 to 7 employees. 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 7-12 Years in core banking sales with good knowledge of banking products and regulatory requirements in banking/micro-finance. Should have worked as a Branch Manager for at least 1-2 years.
Certifications
Functional Skills
Sales & marketing skills – across multiple products. Should have managed a deposit book of 25 to 75 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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