Job Description:
Business Group: Retail and Consumer Banking Group
Objective: To oversee and ensure the efficient daily operations and administration of all branches within the defined Cluster aligned with the Bank’s objectives.
Sales & Business Development:
- Achieve 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).
- Monitor and execute the Sales plan for the Cluster.
- Cultivate a healthy asset and liability book.
- Increase market share.
Customer Service:
- Manage Key Branch Relationships.
- Ensure wait time within permissible limits as per segmental service approach.
- Achieve cluster Customer Service Scores target.
- No Critical Requests pending at the cluster.
- Efficiently handle and resolve customer escalations and complaints.
Compliance & Risk Management:
- Ensure adherence to operations, risk control, and processes at the cluster level.
- Maintain satisfactory cluster audit scores.
- Implement fraud prevention measures.
- Monitor operational risks.
- Oversee RBI audits, inspections, and incognito visits.
Cluster Profitability:
- Drive growth in Net Interest Income (NII) for the branch.
- Increase asset business through branches.
- Enhance Fee Income.
- Optimize operational expenses.
- Manage the cost of cash holding at the cluster level.
Principal Accountabilities – Brand Administration:
- Adhere to standardized Brand guidelines both inside and outside the branch.
- Ensure spic and span upkeep of branches within the cluster.
- Guarantee availability of necessary infrastructure in the cluster.
Capability Building & Manpower Management:
- Foster team building and morale.
- Develop training and developmental programs.
- Plan and optimize manpower resources.
- Mentor and ensure the successful onboarding of new employees.
- Implement job rotation for all employees periodically.
- Clearly communicate roles and expectations to all employees.
- Provide regular structured feedback to employees.
- Conduct Saturday workshops and in-house training programs.
- Ensure certification of employees on relevant financial and regulatory topics.
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