Objective:
Execute and monitor overall administration and efficient daily operations of all branches including operations, lending, product sales, customer service, security and safety in accordance with the Bank and objectives for the defined cluster.
Sales & Business Development:
1. Achievement of incremental number and value targets for Liabilities (CA, SA, FD); Assets (Home, Auto & other assets) and Fee Products (MF, LI, GI, Gold & other fee products)
2. Monitor Sales plan for the Cluster
3. Build a healthy asset and liability book
4. Increase market share
Customer Service :
1. Manage Key Branch Relationships
2. Ensure Wait Time within permissible limits as per segmental service approach
3. Achievement of cluster Customer Service Scores target
4. Nil Critical Requests at cluster
5. Nil Escalations at cluster and complaint handling
6. Customer queries/complaints as separate topic
Compliance & Risk Management :
1. Ensure operations, risk control and process adherence at cluster
2. Cluster audit scores
3. Fraud prevention
4. Ops risk monitoring
5. RBI audits, inspections and incognito visits
Cluster Profitability :
1. Growth in NII ( Net Interest Income) for branch
2. Growth in Asset business through branches
3. Increase Fee Income
4. Ensure Opex optimization
5. Manage cost of cash holding at cluster level.
Brand Administration :
1. Adhere to standardized Brand guidelines - inside the branch and outside the branch
2. Branch upkeep and maintenance – spic & span at cluster level
3. Availability of necessary infrastructure in the cluster.
Capability Building & Manpower Management :
1. Team Building
2. Training and Development
3. Manpower Planning
Major Activities – Capability Building & Manpower Management :
1. Mentor / ensure mentoring of new joinees for first three months
2. Job rotation for all employees once in six months
3. Briefing all employees on their role and expectations from them
4. Give structured feedback to employees on a regular basis
5. Conducting Saturday Workshops and in house training programs
6. Certification of employees on AMFI, IRDA and mandated E-Test and E-Learning by all employees in branch.