Manage and lead the Branch effectively by maintaining high quality customer services and optimising employee satisfaction to ensure the achievement of sales and other targets of the branch to maximise the contribution to the bank’s growth and profitability.
Ensure that all sales roles in branch achieve their target which are specified in STAR Incentive Scheme.
Ensure that the same with the individual staff members in the branch to support the achievement of the business goals of the branch.
Maintain the participation rate of all sales roles as specified in STAR Incentive Scheme within branch
Contribute to the acquisition of business for the branch by marketing and cross selling the bank’s services and products to the existing and potential customers.
Establish a good communication and create strong relationship with customers to increase customer loyalty and sales opportunities
Ensure to complete minimum 5 customer calls into Business Call Reports into OCRM with using Listening Post list.
Service and Quality:
Ensure high level customer service including the review of customer complaints to maintain high level customer satisfaction.
Champion the centralization process and support other bank-wide initiatives to enhance the operational efficiency across the Bank.
Provide an operational excellence environment in branch to increase customer service level and decrease reworks
Minimize the customer complaints against any staff branch with creating a customer centric approach in branch
Monitor the performance of the staff members through periodic reviews and provide them with factual feedback to ensure that targets are met or exceeded to foster a high performance culture
Ascertain the development needs of staff members and train them coaching & counseling to ensure that they are capable of realizing their potential and to meet the financial and non-financial objectives of the branch.
Ensure to comply with the audit requirements, internal and external reporting obligations etc in line with the policy guidelines, to ensure high standards of uniformity and consistency across the Bank
Education and Experience:
Bachelor’s degree, preferably in commercially oriented discipline with recognized diploma in Banking
For graduates, 6-8 years banking experience with at least 3 years experience of handling independent responsibility for a specific banking area as a Branch Manager or Department Head.
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