1. Sales Planning :
Prepare and track product wise - liabilities, assets & fee – AOP for the full financial year.
Commerce and catchment mapping
Prepare and review monthly activity calendar of outbound activities of BSM / JO
Roll out MOP for outbound and inbound sales on 1 st of every month followed by weekly and
monthly reviews.
Review all employees in branch quarterly.
Review productivity of BSMs / BOM’s/ JOs on a weekly basis.
2. Review and handhold BOM’s & BSMs on a daily basis and Sales Officers (JOs) on a weekly
basis.
3. Conduct Daily Morning Huddles to discuss daily plan and agenda for employees.
4. Ensure proper on-boarding of all new customers acquired.
5. Sale of 3 products per customer within 90 days of account opening.
6. Track inflow outflow reports, account closures, FD renewals, FD closures, overdue FD, locker
occupancy, Sales and thus daily business generation
7. Maintain quality of customer acquisition through sourcing mix and on-boarding process.
8. Monitoring DSRs on a regular basis.
9. Lead management proper assignment and closure of leads.
10. Tapping markets or customer segments within the catchment of the branch, which are hitherto
untapped, to increase the GL Base of the branch.
1. Make 10 customer visits every week (Top 20% of profitable customers of branch) to maintain
and enhance the relationships.
2. Scrutinize all service requests and AOFs being sent to RPC to ensure NIL rejections.
3. Conduct customer engagement program - every month.
4. Lobby Management to be done daily during peak hours.
5. Prepare staff roister, leave calendar and maker-checker seating arrangement
6. Inculcating first contact resolution and adherence to customer service mantras by employees at
branch
7. Resolve customer queries through internal escalation matrix for enhanced service experience
for customers
8. Implement usage of Product Database among employees for instant resolution of customer’s
queries
Major Activities – Compliance & Risk Management
1. Ensuring operations and Risk control at branches in line with internal and regulatory guidelines
as per Operations Manual and e-circulars issued from time to time
2. Checking, authorizing and verification of various reports
Irregularity report – Daily
Exception report – Daily
TOD reports – Daily
Pending IBRs to be responded – Daily
Second level verification of Mitra Committee Report- Daily
Format F (Expenditure) – Monthly
CAT 14 & CAT 15- TOD & Cheque Purchase- Fortnightly
Submission of Comp 1 – Monthly
Charge Taking Certificate - as and when required
3. Updation, maintenance and periodic checking of important registers
Fake notes register
Branch book
Complaints register/ book
Visitor book
4. Maintenance of keys of
Customer complaint box
One set of premises keys
Fake note box
Lockers
6
5. Physical verification of various security items
Surprise physical verification of cash, foreign currency, keys, gold coins, jewel loan
packets and welcome kits – Monthly
Physical verification of original and duplicate keys – Quarterly
Physical verification of locker master keys and vacant locker keys – Quarterly
6. Checks to be done in respect of asset servicing
Non DRO branches- unreconciled open items as per data received from COPS-
Repayment team
Ensuring that at least one authorized signatory available in the branch for signing NOC
7. Account sourcing – authorizing the KYC documents by checking the genuineness of the
customers at the time of account opening
8. Monitoring outstanding long pending entries in office accounts
9. Checking all outstanding EDD cases (money laundering)
10. Clearing his/ her tray for all pending approvals
11. Closure of Key Audit Findings from IAD audits and observations of RRM visits
12. Quarterly compliance to audit requirements
13. Proper handling and reporting of RBI, and other regulatory audits at branches
14. Creating awareness among employees on fraud prevention, password protection and branch
security