Branch Manager

Key Responsibilities

Objective

Ensure smooth branch operations, achieve business targets, deliver excellent customer service, and maintain compliance as per bank guidelines.

1. Sales & Business Development

• Achieve targets for Liabilities, Assets & Fee Products
• Build strong asset-liability portfolio
• Increase market share in catchment

Key Activities:

• Prepare & track AOP, MOP & sales plans
• Monitor team productivity & conduct reviews
• Daily huddles, lead management & DSR tracking
• Drive cross-selling (3 products/customer)
• Track inflows/outflows, FD renewals, closures
• Expand into untapped customer segments

2. Customer Service

• Maintain key relationships & service quality
• Ensure low wait time, high CSAT
• Zero critical requests, escalations & complaints

Key Activities:

• Weekly
  
  customer visits
• Ensure error-free documentation (AOFs)
• Monthly engagement programs
• Manage lobby, roster & query resolution
• Promote first contact resolution

3. Compliance & Risk Management

• Ensure adherence to RBI/internal guidelines
• Maintain audit scores, fraud prevention & risk controls

Key Activities:

• Daily review of irregularity, exception & TOD reports
• Maintain registers, keys & security controls
• Conduct cash & asset verification (monthly/quarterly)
• Ensure KYC, AML & audit compliance
• Close audit observations & pending entries

4. Branch Profitability

• Drive growth in NII, assets & fee income
• Optimize costs & cash holding

Key Activities:

• Monitor GL, day book & cash reports
• Increase loan sourcing & product penetration
• Improve CASA & third-party sales

5. Brand & Administration

• Maintain branch upkeep & brand standards
• Ensure infrastructure & equipment availability

Key Activities:

• Monitor branch look, signage & ATM upkeep
• Ensure equipment functionality & staff discipline

6. Capability Building & Team Management

• Ensure team development & manpower planning

Key Activities:

• Mentor new joinees
• Conduct training, workshops & certifications
• Provide feedback & job rotation

7. Additional Responsibilities

• Implement central initiatives & process improvements
• Manage legal matters & business continuity
• Ensure employee engagement & retention