01Overview
Sales and Service Objectives
Maximize sales performance to achieve given revenue targets of the branch and zone through liability products [Current /Savings /Term deposits], wealth management products and asset related products (secured, unsecured)
Ensure effective Relationship Management by monitoring the movement of the top customers of the branch, devise and implement a customer acquisition and retention programme. Device strategies to counter competition and maximize market share in the Catchment area of the branch, by below the line activities and promotions.
Provide support for new product launches, and champion new sales initiatives
Ensure employees are adequately trained on all products/ processes and services facilitating first time resolution. Minimize rejections and customer complaints
Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below benchmark, sustain and better quality service
Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
Ensure PFM, teller and service managers' productivity are at optimum levels
He/she is aware of bank's Mis-selling & Sales Policies and ensure adherence all the time.
Operations and Compliance
Ensure satisfactory ratings in all internal/external audits conducted at the branch
Ensure compliance to all Operations health documents like KCD/KRI/OPS manual, process notes and circulars issued from time to time. Ensure timely and accurate submission of all returns both internal and statutory for sales and service
Revenue and Cost Management
Improved deposit mix comprising Current and Savings accounts
Waiver Tracking and Management
Change Management
~ Implement change initiatives in the areas of branch space rationalization/ optimization, transaction migration, systems implementation, process Re-engineering and premises reconfiguration
People Management
Drive and embed a strong performance culture through inspiring, motivating and rigorous performance management discipline. Develop and build talents within branch through optimal resourcing, capacity planning, succession planning and engagements
Retain talent, check attrition
Identify and address training and development needs of staff on an on-going basis
Implement all segment/ product initiatives in the catchment (PRB/ NR/ SME/ Mortgages)
Jointly own the delivery of segment / product (PRB/ NR/ SME / Mortgages) objectives with the segment
Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD and Money laundering prevention and ensure compliance thereto. Any suspicious transaction must immediately be reported as per guidelines
Premises management in areas of merchandising, housekeeping as well as store management. Ensure that your actions do not put others at risk; Your employees are adequately trained and supervised to perform their tasks in a safe manner and are free to raise any Health and safety issues and these issues are addressed appropriately.
The contractors working in your area or for you are working in a safe & healthy manner.
Regulatory & Business Conduct
Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Skills And Experience
Banking Knowledge
Graduate/ Postgraduate
At least 7-8 years of overall experience with sound banking knowledge- all aspects of general banking, retail operations and credit operations / deposit and lending products / inspection and audit requirements, as applicable.
Leadership skills, communication skills, relationship building skills, competitive awareness & benchmarking
Customer Orientation and Business Focus.
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