Overall Goal:
Responsible for meeting the branch targets set and that all guidelines and regulatory requirements are followed.
Ensuring that customers get world-class services and their needs are understood and met through financial products that the Bank has to offer.
Responsible for managing, training and motivating staff.
Responsible to represent Kotak bank whenever required
Business Achievement and Development :
- Ensure proper scoping is done and target/niche customers identified with ACTIVE collaboration from concerned Product/Sales Support Teams
- Ensure that the targets on liability accounts, through the channel (Branch and direct sales), are met under all parameters specified :
- Attain SB nos and values- meet number and value targets
- Attain CA nos and values in the area- meet number and value targets
- Cross sell FDs to the customers of the Bank and achieve number and value targets
- There is higher penetration of FD on individual customers of the branch
- Salary accounts and NR accounts targets are also met
- Ensure quality of sourcing is maintained and depletion rates are controlled.
- Ensure that Salary credits reach or exceed the expect Salary Credit targets
- Ensure that all managed portfolios (Preferred/Classic/Imperia, etc) are effectively managed through PB- s, RM- s, Imperia RM, IRM, Investment Advisors etc. and that set targets on each of the portfolios is reached.
- Also, BM has to ensure seamless servicing of PBG & BBG raced HNW customers in coordination with the respective PBG/BBG RM & Supervisors.
- Staff is made aware of the targets on the portfolio (elite/Classic/plati, etc), which includes Customer To Group Ratio and Income Generating Product Holding.
- Ensure that the High Networth individuals are persuaded to avail the private banking products and services (advisory, etc)
- Ensure that following customer and business reports are generated, reviewed and commitments met :
- CRA
- MARS
- CCM Updated
- Ensure cross sell of De-Mat and HSL product and services.
- Ensure that there is cross sell to the customer on asset products as offered by the Bank.
- Ensure that the customers get credit cards and start using the same for all their transactions- credit card activation push.
- Ensure that cross sell targets on Third Party Products is met for the branch
- Ensure Staff are trained on product knowledge and requisite certifications
- Review Daily Sales Report of the staff and provide guidance on ways to improve on the same
- Penetration of Saving Accounts on non liability customers and that staff call on the marketing analytics list and take appropriate action
- Managing and monitoring performance of all the sales resources :
- Productivity of Liability and Non Liability sales staff
- Attrition control of customers :
- Includes persuading the customer to continue and if required renew FD- s
- Monitor large amount movements/account closure from the deposit accounts and ensure that customer does not attrite
- Ensure that the marketing analytics list on possible attrite is called and retained :
- Ensure that there is no revenue leakage
- Ensure that the Branch reaches its contribution targets :
- By foc
- By achieving NII, cross-sell, fee and commission and other income
- Ensure that the Branch achieves its assets target.
- Periodic meeting and review with Sales Managers on the branch performance
Customer Services :
- Ensure quality sourcing of accounts by all sales staff.
- Responsible for ensuring that customers get disbursals of amount against the loan as per the new initiatives in
- Financial Inclusion that they have availed of, within TAT
- Ensure that branch offers highest quality of service to the customer and meets expected Service Quality standard
- Ensure that high volume and low value customers are managed effectively :
- Migrated to DBC's & ensure welcome desk staff migrates maximum number of customers to Direct banking channels.
- Ensure cross sell done as per process
- Ensure that the lobby is not crowded and time norms set by the bank are met for prompt delivery of services over the counter
- Ensure that branch has good upkeep :
- Lobby Management
- Cleanliness of the Branch, Housekeeping
- Merchandising
- Queue handling :
- Recording complaints as per the specified process
- Resolving all complaints received (self, branch, other units) within the stipulated TAT :
- Monitor all complaints received and ensure that they are closed within TAT
- Improve customer communication on closures
- Check with customers if the process of complaint has been managed well
- Ensure no escalations happen
- Preventive complaint management
- Asking for feedback from customers, who are not complaining
- Discussing with staff the importance of getting feedback from customers on a regular basis
- Promoting all direct banking channels and ensuring that the customer is utilizing the same :
- Monitor and ensure that PB and PB-WD are selling and aiding customers and are actively selling DBC services
- Ensure Band 1 / Band 2 customers are moved to higher bands.
Operations :
- Conduct internal checks on a regular basis
- Monitoring of CH 106 and CH 126 calling
- As vault custodian is responsible for all related process checks
- Joint custodian for sys-admin and setup within the branch :
- Ensure that password sharing does not happen
- Ensure all hygiene factors are under control.
- Ensure all AML alrerts are investigated and responded to within TAT.
- Error free documentation for all account opening and all customer instructions (Stop payments, FD Closure, etc) :
- Monitor and audit internally if this is being followed by all concerned sales staff
- Maintaining Tatkal kits as per laid down process
- Monitor lockers allocation and all other related operations
- Updation of LTS for the asset leads generated
- Monitor the same for all PB- s :
- Updation of weed-out database on the portal
- Monitoring of Activation and Depletion of accounts
- Check all finware reports and action the same (CH 123, CH 167, BA 001, SM reports, ST 044, ST
Audit and Service Quality :
- Ensure all laid down system and process are followed as stipulated by Audit and Senior Management
- Monthly / Periodic Verification of Auditable items at branches
- Review of Daily Reports at branch
- Review of suspense, TOD, large transaction and suspicious transaction reporting / registers at the branch on a fortnightly basis
- Ensure Satisfactory Audit at the branch
- Ensure all Audit comments are quickly attended to and report compliance therof
- Maintenacnce of all mandatory displays and Service Quality requirements
- Ensure that 5-S norms are adhered to, maintained and sustained at all counters at the branches.
- Ensure there is NO repeat rating of - Average- or - Below Average- .
Additional Responsibilities as part of new Initiatives incorporated in Retail Branch Banking. :
- Single City Initiative - Wbo :
- Responsible / Oversee all clearing operations at branch under Single City Initiative
- Gold Loan :
- Responsible for generation, follow up and closure of all gold loan leads
- Help in in assayer empanelment.
Ensure KYC complaince for all gold loans and disbursement at branch for loans within one lac
- LAS :
- Responsible for generation of leads for LAS under Financial inclusion, follow up and closure .
- Ensure KYC compliance for all LAS loans and disbursement at branch for loans within one lac
- Single City Initiative- FIG :
- Responsible for follow up for all leads pertaining to Single City Initiative - FIG
- Submission of offer letter to the customers for opening accounts
- Documentation of the new accounts as required by the bank
- Remote Branch Co-ordination Model :
- Under Remote Branch co-ordination model Branch Managers are being empowered to tap business at locations where dedicated RM's are not present. The following businesses are covered under this model
- Business banking
- EEG
- Retail -Agri
- Com-fin
The additional responsibilities under this model include :
- Lead Generation
- Customer Meeting
- Pre-sanction documents
- Processing & Sanction
- Post Sanction documentation
- Disbursement, Takeovers & Deferral Clearance
- Creation of Securities
- Deposit of title deeds (in case of EM)
- Servicing
- Transaction related servicing requirements
- Monitoring
- Visits Reports (for biz.)
- Stock Statements
Requirements
Educational Qualifications: Graduation/Post-Graduation
Certifications:
- AMFI Certification
- IRDA Certification
- NCFM Certification (Optional)
Key Skills:
- Banks Product Knowledge
- Planning and Organizing Skills
- Team Management / Interpersonal Skills
- Sales and Influencing Skills
- Communication
- Knowledge of Competition
- Awareness of Banking regulations
- Credit knowledge when required
- Good Administrator
- Good at net-working
- Ability to develop contacts in the local area
- .
Experience Required:
- Minimum experience in years 4 to 10 yr
- Exposure to banking preferable
