Senior Branch Manager

Position description:

This role is responsible for driving theentire business targets for liabilities assigned to the branch; Manage exceptionalcustomer service, proactive sales environment and efficient branch operations,while adhering to regulations/compliance requirements; Focus on retainingexisting customers, increasing the customer base and cross-selling Ujjivansproducts and services; Oversee branch operations, cash management and servicequality; work closely with product and marketing teams to drive campaigns attheir branches.

This role monitors daily performance of branchstaff and manages a team of 10 to 15 employees.

This role manages leadership reporting ofBOO/BOSM & BSM.

In certain cases will have dotted linereporting of few Silver & Gold Branch Heads reporting to them

This role is assigned higher targets for theirrespective branches and is applicable only to Platinum & Titanium Branches.

Primary Responsibilities:

• BusinessImplement branch specific marketing communication strategies to continuously strengthen the Ujjivan brandThis role is responsible for driving the entire business targets for liabilities assigned to the branch Manage exceptional customer service proactive sales environment and efficient branch operations while adhering to regulationscompliance requirements
• Focus on retaining existing customers increasing the customer base and crossselling Ujjivan products and servicesOversee branch operations cash management and service quality work closely with product and marketing teams to drive campaigns at their branches Monitor daily performance of branch staff
• To manage a team of 10 to 15 employees
• To manage leadership reporting of BOOBOSM BSMIn certain cases they will have a dotted line reporting of few Silver Gold Branch Heads reporting to them
• Will be assigned higher targets for their respective branchesCascade targets the branch targets to the respective staffs and ensure achievement is tracked through periodic reviewsEnsure all deferrals taken are cleared within the specific period Monitor the overall portfolio of the branch ensure adherence to compliance and regulatory norms are metService Quality
• Ensure customers are educated about all productsservices offered by Ujjivan
• Ensure courteous customer service is offered to customers by the branch staff Reduce customer attrition by guiding CCRs on exit interviews customer engagement programs etcLead customer connect initiatives in the branch vicinity Operations
• Oversee and ensure efficiency in branchATM operations through adherence to TAT for various internal and customer end processes drive utilization of alternate channels
• Ensure compliance with banking guidelines quality framework and audit requirements ensure speedy resolution of any audit observations and take necessary steps to prevent recurrenceensure compliance with Know Your Customer KYC Anti Money Laundering AML audit and other regulations applicable laws in the branchMonitor control minimize all expenses in the Branch such as telephone consumption of stationery computer consumables electricity and other overheads without sacrificing quality
• Oversee accurate cash management and tallying of accounts in the system through the Cashier
• Accountable for branch safety including security of cashvault etc Learning PerformanceEnsure that all members of the Branch staff are up to date on all relevant circulars and all productsservices offered in the BranchEnsure adherence to training mandays mandatory training programs for self and reporteesEnsure goalsetting midyear review and annual appraisal process within specified timelines for self and reporteesMonitor performance of staff against defined goalsmetrics and take corrective action wherever required undertake disciplinary and attendance monitoring for liabilities sales team and branch operations team
• Coordinate with state HR on people related matters support branch activities to foster teamwork and continuously make Ujjivan a great place to workEnsure coordination between staff of different teams to build a collaborative spirit and shared sense of purpose which could also enable crosssell and overall target achievement