Ø Ensuring that customers get world-class services and their needs are understood and met
through financial products that the Bank has to offer.
Ø Responsible for meeting the branch targets set under liability, assets, TPP and other products.
Ø Responsible for managing, training and motivating of all branch staff.
Ø Ensuring excellent customer service and compliance to both internal/ external audit guidelines and
statutory mandate of RBI, and other regulatory bodies
Key Result / Responsibility Areas
Business Achievement and Development
Ø Ensure proper scoping is done and target / niche customers identified with active collaboration
from concerned Product/Sales Support Teams.
Ø Strategically Plan for Business Development of the branch with the available resources by
understanding their core competencies.
Ø Ensure that the targets on liability accounts, through the channel (Branch and direct sales), are
met under all parameters specified.
o Attain SB nos and values- meet number and value targets.
o Attain CA nos and values in the area- meet number and value targets.
o FD is cross sold to the customers of the Bank and the number and value targets
o There is higher penetration of FD on individual customers of the branch
o Salary accounts and NR accounts targets are also met
o Ensure quality of sourcing is maintained and depletion rates are controlled.
o Ensure that Salary credits reach or exceed the expect Salary Credit targets
Ø Ensure the branch is a profit centre by meeting set benchmarks of CASA, breakeven and
Ø Overall In charge of monitoring of all costs / expenses for the branch.
Ø Responsible for meeting the set income targets in all parameters.
Ø Ensure that all managed portfolios (Preferred/Classic/Imperia, etc) are effectively managed
through PB’s, RM’s, Imperia RM, ABM, etc. and that set targets on each of the portfolios is
Ø Ensure seamless servicing of PBG & BBG raced HNW customers in coordination with the
respective PBG/BBG RM & Supervisors.
Ø Ensuring staff Awareness on portfolio Targets and achievement (Preferred/Classic/Imperia, etc).
Ø Ensure that the High Net worth individuals are persuaded to avail the private banking products
and services (advisory, etc)
Ø Ensure that there is cross sell to the customer on asset products, liability products , Demat , HSL
Credit cards , Third party products etc as offered by the Bank.
Ø Ensure cross sell of products of Retail Forex, Trade FX, Gold , Forex plus cards etc and targets
under all segments are met
Ø Ensure Staff are trained on product knowledge and requisite certifications
Ø Managing and monitoring performance of all the sales resources
o Productivity of Liability and Non Liability sales staff
Ø Attrition control of customers
o Includes persuading the customer to continue and if required renew FD’s
o Monitor large amount movements / account closure from the deposit accounts and
ensure that customer does not attrite
o Ensure that the marketing analytics list on possible attrite, is called and retained
Ø Ensure that there is no revenue leakage
Ø Periodic meeting and review with Sales Managers/ ABM/ ADM on the branch performance
Ø Ensure customers adapt to the digital platform of the bank
Ø To promote digital banking for customers explaining them facilities of transactions through Net
Banking ( ENet too), Mobile Banking, Watch banking, etc thus migrating transactions from Off-
line to Online mode.
Ø Should be aware of all online offers on products being made by the bank to customer like
PayZapp, Chillr etc
Ø Monitor and act on these leads through CRMNext for logical conclusion.
Ø Ensure quality sourcing of accounts by all sales staff.
Ø 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
Ø Ensure that branch offers highest quality of service to the customer and meets expected Service
Ø Ensure that high volume and low value customers are managed effectively
o Migrated to DBC’s & ensure welcome desk staff migrates maximum number of
customers to Direct banking channels.
o Ensure 2 nd product cross sell done as per process
Ø Ensure that the lobby is not crowded and time norms set by the bank are met for prompt
delivery of services over the counter
Ø Ensure that branch has good upkeep
Ø Complaints handling
o Monitor all complaints received and ensure that they are closed within TAT
o Improve customer communication on closures
o Check with customers if the process of complaint has been managed well
o Ensure no escalations happen
o Preventive complaint management
o Asking for feedback from customers, who are not complaining
o Discussing with staff the importance of getting feedback from customers on a regular
o Handling of all Senior Management / MD Escalations, Banking Ombudsman complaints
on priority and ensuring satisfactory resolution of the same.
Ø Ensure Band 1 / Band 2 customers are moved to higher bands.
Ø Resolving and representing all the legal disputes of the bank.
Ø Conduct internal checks and controls on a periodic basis
Ø Monitoring of CH 106 and CH 126 calling
Ø As vault custodian is responsible for all related process checks
o Ensure that password sharing does not happen
o Ensure all hygiene factors are under control.
o Ensure all AML alerts are investigated and responded to within TAT. – updation on UAS
o Periodic review of Key register vis-à-vis Attendance register maintained at branch
Ø Monthly surprise verification of
o Cash in Vault
o Stock of MC / DD / Cor bank DD / FCY DD / TC
o Prepaid cards held at branch
o All Deliverables held at branch
o Stop Payment and Hotlisting
Ø Surprise review of ATM cash loading
Ø Sample of CCTV review on daily basis
Ø Review of Panic Alarm at branch
Ø 30 % sample check of all the account sourced at branch
Ø Review of all customer comments in CRM Next updated by PB / RM /ABM & Non Managed
Ø Ensuring all leads at branch are entered by staff in CRM Next
Ø Monitoring and supervision of
o Reporting to forex transactions to RBI desk
o Settlement of death Claims within TAT
o Responses sent to Competent authorities for all the notices received at branch
o All Tax / Legal notices are uploaded in portal / draft responses are vetted by Tax/ Legal
o All instructions on records for Blocking the account
o All utility bills are paid before due date / entered in utility register at branch
o Customer Letter on record for all cash transactions 10 lacs and above
o UAS Alerts are updated by branch on time
o No pending entries in 1 Crore and above portal
o TAT kits monitoring as per audit circular
o Allotment of Lockers / documentation / Process for waitlist for documentation is
o Checking staff drawer on periodic basis / ensuring all pending documents are retained in
branch vault duly recorded in pending register maintained.
Ø Monitoring Hygiene Parameters for branch
o % age of forms on hold
o Customer instructions on hold
Ø Updation of LTS for the asset leads generated
o Monitor the same for all PB’s
Ø Updation of weed-out database on the portal
Ø Monitoring of all mandatory report on daily basis
Ø At Lites ATM branches (i.e branches managing ATM's at their end) - Arranging for requisite cash
for ATM replenishment , loading of cash in ATM's in case of 2/3 man branches, handling of ATM
keys in case of 2/3 man branches, monitoring ATM uptime / taking necessary steps to improve
the uptime, ensuring no instances of cashouts at managed ATM's.
Ø Monitoring the stock of stationery at branch
Ø Review of suspense, TOD, large transaction and suspicious transaction reporting / registers at
the branch on a fortnightly basis
Ø Maintenance of all mandatory displays and Service Quality requirements
Ø Ensure that 5-S norms are adhered to, maintained and sustained at all counters at the branches.
Ø Ensure Satisfactory Audit at the branch
Ø Ensure all Audit comments are quickly attended to and report compliance thereof
Ø Ensure there is NO repeat rating of “Average” or “Below Average”.
Ø FNVC reporting done by branch on a monthly basis
Ø Monthly customer service committee meeting is conducted at branch
Ø Ensuring and monitoring staff coming on time and leaving on time from branch.
Ø Ensuring all staff availing Monthly Comp off, Annual Leave etc.
Ø BM To ensure at branch training by asset/ product teams on a regular basis for updation of
latest processes and products
Ø Effective migration of portfolio customers from physical mode to Digital Platform.
Ø Follow up with customers for compliance of Regulatory requirements ( At 2/3 man
o Form 60/61
o FATCA / CRS
o Re-Kyc documents.
Single City Initiative – WBO
Ø Responsible / Oversee all clearing operations at branch under Single City Initiative
Ø Responsible for generation ,follow up and closure of all gold loan leads
Ø Help in assayer empanelment.
Ø Ensure KYC compliance for all gold loans and disbursement at branch for loans within one lac
Ø Responsible for generation of leads for LAS under Financial inclusion, follow up and closure .
Ø Ensure KYC compliance for all LAS loans and disbursement at branch for loans within one lac
Single City Initiative- FIG
Ø Responsible for follow up for all leads pertaining to Single City Initiative - FIG
Ø Submission of offer letter to the customers for opening accounts
Ø 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 business are covered under this
Ø Business banking
Ø Retail -Agri
The additional responsibilities under this model include
o Lead Generation
o Customer Meeting
o Pre-sanction documents
o Processing & Sanction
o Post Sanction documentation
o Disbursement, Takeovers & Deferral Clearance
o Creation of Securities
Ø Organizing / conducting Financial literacy camp as per directives of Department of Financial
services (as applicable )
Ø Ensure attendance for all DCC and SLBC meetings as required by the lead bank
Ø Adoption of the allocated villages and providing services to these villages are required by RBI
Ø Interaction with BC’s wherever required for meeting the set targets
Ø Meeting Panchayats and local bodies for Sarpanch accounts and for accounts under Financial
Ø BM has to ensure attending all DCC BLCC and SLBC Meet
Ø BM has to extend support to SLI team as they are dependent on branch for cash deposit of
installment by borrowers, especially at month end to avoid NPA
Ø In case of GL borrowers under FI-BE, BM has to check customers for NPA and Pot NPA
cases.More so at the month-end.
Ø BM should help in recruitment of right staff
Ø Track performance of all staff and invest his time and energy in GUIDING as well.
Ø Ensure that all staff are adequately trained on the Products of the bank and sales process
Ø Ensure that all staff are trained on the process to be followed (including amendment with new
Ø Be aware and make staff aware of various policies of the bank with regard to customer service
and compliance such as
o Complaint management policy – 2010
o AML policy – 2007
o Vigilance policy – 2009
o Grievance redressal policy – 2009
o Customer retention policy – 2007
o Customer compensation policy – 2007
o Cheque collection policy – 2007
o Conduct monthly customer service committee meetings and record its findings
Ø Monitor Staff productivity and give guidance on improving the same in conjunction with the BM
Ø Ensure that all PB’s are sent for class room training on a regular basis
Ø Ensure that nominated staff attend training sessions, without fail.
Ø Staff is encouraged to leave Branch by 7:30 p.m. daily.
Ø Training staff to the next level of role in the bank .
Ø In case of any resignation by employee in the branch, the BM shall speak to the employee,
understand his/her concern and discuss it with seniors. Resignations should not be approved in
SAP as a routine matter.
Ø CSE’s / BDR’s
Ø Team Leaders
Ø Sales Managers
Ø Product representatives;
Ø QIG Auditors;
Ø Merchandising Audit;
Ø Marketing Dept.
Ø ATM coordinator;
Ø Admin Representatives;
Ø Disaster Management etc.
Ø CAM Channel (Current Account)
Ø IT Department for system related software / hardware issues
Ø Approving of vendor bills
Ø Supervision of outsourced resources (Courier boys, Security guards etc)
Ø Management of off-site ATM’s
Ø Other banks for cash requirement / offloading
Ø Lead bank for clearing / all banking information
Ø Lead Banks at SLBC for Financial Inclusion
Ø Liaise with Post Office / Courier for deliverables related issues
Ø Vendor Representatives / Supervisors;
Ø Insurance Sales Managers;
Ø Mutual Fund House Representatives;
Ø Police Dept.
Ø Income Tax Dept.
Ø Banking Ombudsman
Ø BCSBI / RBI Officials – Incognito visits
Ø Telephone Service Providers
Ø Electricity Service Providers
Ø Municipal Authorities
Ø Customer Service meets
Ø Local welfare societies for promotional activities
Ø Labour Office representatives
Ø Legal Cases / Lawyers