Standard Chartered Bank - Branch Manager - Retail Banking

KEY RESPONSIBILITIES

SALES AND SERVICE OBJECTIVES

- Maximize sales performance to achieve given revenue targets of the branch and zone through liability products [Current /Savings /Term deposits], wealth management products and asset related products (secured, unsecured)

- Ensure effective Relationship Management by monitoring the movement of the top customers of the branch, devise and implement a customer acquisition and retention programme. Improve product per customer holding.

- Device strategies to counter competition and maximize market share in the Catchment area of the branch, by below the line activities and promotions.

- Provide support for new product launches, and champion new sales initiatives

- Collaborate with Segment to facilitate up- streaming of customers

- Ensure employees are adequately trained on all products/ processes and services facilitating first time resolution. Minimize rejections and customer complaints

- Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service

- Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking

- Ensure PFM, teller and service managers- productivity are at optimum levels

- He/She is aware of bank's Mis-selling & Sales Policies and ensure adherence all the times.

OPERATIONS AND COMPLIANCE

- Ensure satisfactory ratings in all internal/external audits conducted at the branch

- Ensure compliance to all Operations health documents like KCD/KRI/OPS manual, process notes and circulars issued from time to time. Perform regular KCS checks mandated

- Ensure timely and accurate submission of all returns both internal and statutory for sales and service

- Ensure accurate and timely processing of all customer instructions as per applicable processes/ circulars

REVENUE AND COST MANAGEMENT

- Lead revenue generation and profitable growth by focusing on:

- Improved deposit mix comprising Current and Savings accounts

- Waiver Tracking and Management

- Non-funds based income

- Ensure costs are managed within budgets

CHANGE MANAGEMENT

- Implement change initiatives in the areas of branch space rationalization/ optimization, transaction migration, systems implementation, process Re-engineering and premises reconfiguration

PEOPLE MANAGEMENT

- Drive and embed a strong performance culture through inspiring, motivating and rigorous performance management discipline. Develop and build talents within branch through optimal resourcing, capacity planning, succession planning and engagements

- Achieve high employee engagement and satisfaction. Retain talent, check attrition

- Identify and address training and development needs of staff on an on-going basis

- Ensure that the Branch is operating at the approved headcount for Priority Banking and Preferred Banking

Relationship Managers

SEGMENT OWNERSHIP

- Implement all segment/ product initiatives in the catchment (PRB/ NR/ SME/ Mortgages)

- Jointly own the delivery of segment / product (PRB/ NR/ SME / Mortgages) objectives with the segment

OTHERS-

- Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD and Money laundering prevention and ensure compliance thereto. Any suspicious transaction must immediately be reported as per guidelines

- Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance

- Responsible for health and safety for all. As part of the Health and Safety guidelines you should:

- Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; Co-operate with Management to support and promote Health and safety in the workplace;

- Ensure that your actions do not put others at risk; Work in a healthy and safe manner;

- Encourage others to work in a healthy and safe manner;

- Report all accidents and incidents and bring to the attention of the management any hazard in the workplace

- As a manager you are also responsible for the health and safety aspects within your area of control. You need to ensure that:

- Your employees are adequately trained and supervised to perform their tasks in a safe manner and are free to raise any Health and safety issues and these issues are addressed appropriately.

- The contractors working in your area or for you are working in a safe & healthy manner.

KNOWLEDGE/SKILLS/EXPERIENCE

- Graduate/ Post Graduate

- At least 7-8 years of overall experience with sound banking knowledge- all aspects of general banking, retail operations and credit operations / deposit and lending products / inspection and audit requirements, as applicable.

- Leadership skills, communication skills, relationship building skills, competitive awareness & benchmarking

- Customer Orientation and Business Focus