RBB-Branch Mgr

Job Title

Branch Manager - Retail Branch Banking

Business Unit

Retail Branch Banking

Reporting To

Cluster Head / Circle Head

Job Function and Role Type

Sales, Supervisory, Extensive Travel Required

Version No

• 0

Job Purpose

Manage branch profitability, customer relationships, and operational compliance. Drive business growth through target achievement and cross-sell initiatives.

Key Responsibilities

Achievement of Business Targets

Achieve income and contribution targets.

Achieve incremental CASA targets.

Ensure portfolio growth and cross-sell ratio.

Cross-sell products like Demat, Credit Cards, and Insurance.

Program / Channel Management

Manage revenue-generating roles and programs.

Achieve channel and cross-sell targets.

Ensure HNW portfolio management and customer service.

Complaints and Customer Management

Ensure branch sales model compliance.

Handle complaints and ensure timely resolution.

Control attrition and grow existing portfolios.

Organize customer meets for feedback.

People Management

Motivate and manage staff productivity.

Provide training on skills, products, and operations.

Monitor staff turnover and morale.

Review and Control

Review vault, cash, and key registers.

Ensure compliance with banking regulations.

Monitor audit ratings and operational errors.

Review progress against objectives periodically.

Education

Graduation (minimum).

Certifications

AMFI Certification (optional), IRDA Certification (optional), NCFM Certification (optional).

Key Competencies

Customer delight, Decision-making, Analytical ability, Team management, Cross-sell expertise.

Major Stakeholders

Customers, Admin/Infra/HR, Retail Marketing, Audit, IT, Product Development, RBI Officials.

Skills

Responsibilities

Lead a result-oriented team and is responsible for managing the Branch Profitability, ensuring high quality service and Customer Relationship Management, Operation and risk.

Own all branch-banking objectives and overall branch supervision, ensure achievement of overall Branch Targets by generating business and cross sales

Key Customer Relationship Management \& supervision of all High-Net-Worth customer programs

Ensure all components of the branch sales model function as per design

Complaints Handling

Review Branch Operations reports

Managing teller operations and vault

Branch Merchandising \& co-ordination with Marketing at product level

Review vaults register and Key Registers

Review Suspense \& Dummy accounts

Ensure compliance with Banking rules, Regulations \& Procedures

Periodic review of progress vs. Objectives,Ensure clarity of Business objectives among staff

Adherence of sales process \& Operational Checklist.

Job Responsibilities(JR) : 6 – 8 Areas

Actionable (4-6\)

Achievement of Business Targets

• Achievement of Income and contribution targets
• Achievement of Incremental Current Account \& Saving Account targets
• Cost to Income Ratio benchmark
• Cross Sell Products like Demat, Credit Cards, Mutual Funds, Insurance, Investment Advisory, and Assets etc.
• Ensuring Portfolio Growth
• Ensuring Cross Sell Ratio.

Program / Channel Management

• Managed program(Wherever Applicable)
• Ensuring Revenue generating roles Channel overall target achievement (Wherever Applicable)
• Ensuring HNW Portfolio Management and customer service (Wherever Applicable)
• Ensuring achievement of cross sell Ratio

Complains and Customer Management

• Ensure all components of the branch sales model function as per design and regulatory compliance.
• Complaints Handling .
• Process adherence (Sales/Audit/RISK/Operation)
• BRM - SQ rating
• Targeted growth of existing portfolio
• Attrition Control as confirmed for portfolio growth
• Percentage of depleted accounts
• TAT delays
• Effective resolution of complaints from Next Step \& Talisma. Review and resolution of offsite ATM complaints
• Organising customer meets to solicit feedback on service and products
• Mystery Shopping Ratings
• Ensuring Contact Ratio
• Ensuring Cross Sell Ratio
• Review of all CRM and ensuring adherence and TAT.

People Management

• Staff Turnover
• Staff Motivation and morale
• Training - staff is exposed to skill based, product knowledge based and .
• Productivity of Coex/LSE on CASA/Demat/Credit Cards (A)
• Operational knowledge based training
• Staff productivity management

Review and Control

• Review vault /Vault\& Key register, Monitor Physical verification of cash (Periodic).
• Audit Rating
• No frauds / Operational Errors .
• Review Suspense \& Dummy accounts
• Ensure compliance with Banking rules, Regulations \& Procedures
• Periodic review of progress vs. objectives
• Ensure clarity of Business objectives among staff
• Adherence of sales process.

Competency

Execution Excellence

• Planning
• Continuous improvement
• Quality Result
• Business Knowledge

Managing people \& Relationships

• Collaboration
• Customer delight
• Promoting HDFC Values
• Coaching
• Conflict Resolution

Personal Effectiveness

• Ownership
• Feedback and Active listening
• Clarity of expression
• Analytical Ability
• Influencing
• Decision Making

Assignment of Work

Liaison with external customers, retail marketing, audit, IT, product development group, retail operations, clearing, currency chest, ATM vendors, other functional heads on case to case basis, and RBI officials

Educational Qualifications

Key Skills

• Graduation: (Min)

Certifications

• AMFI Certification(Optional)
• IRDA Certification(Optional)
• NCFM Certification (Optional)
• Internal Certification-NR Modules-(Optional))
• Strategic Vision
• Business Understanding
• Planning \&Organizing
• Initiative
• Decision Making
• Numerical and Analytical Ability
• Accuracy
• Develop Subordinates and team
• Comm