About the Company
HDFC Bank is one of India's premier banks providing a wide range of financial products and services to over 43 million customers. Promoted by Housing Development Finance Corporation (HDFC), India's leading housing finance company, HDFC Bank began operations in 1995 with a simple mission: to be a "World-class Indian Bank". With a single-minded focus on product leadership, customer focus and operational excellence, the bank has accomplished this, emerging as a leading player in all its business segments. From a full range of products to the sheer convenience of their delivery, HDFC Bank today has made significant strides in the banking space. It was recognized as India’s Most Valuable Brand for 5 consecutive years in a study conducted by Kantar, a research agency of the WPP group.
Job Role : Branch Manager
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 vault 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.
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
- Ensureallcomponentsofthebranchsalesmodelfunctionasperdesignandregulatorycompliance.
- 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 & objectives
- Ensure clarity of Business objectives among staff
- Adherence of sales process.
Experience Required
- Minimum experience in years –8to14yrs
- Exposure to banking preferable
Skills Required
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HDFC Bank
