Branch Manager

Objective

Run the branch efficiently—drive business growth, ensure excellent customer service, maintain compliance, and manage team performance.

1. Sales & Business Development (MANDATORY)

• Achieve targets for CASA, FD, Loans (Home/Auto), and Fee Products (MF, Insurance, Gold)
• Prepare and track monthly & yearly sales plan (AOP/MOP)
• Increase branch market share (within 3–5 km area)
• Ensure 3 products sold per customer within 90 days
• Monitor daily business (inflow, outflow, FD, closures, leads)
• Conduct daily huddles and track team productivity
• Ensure proper lead management and customer onboarding

2. Customer Service (MANDATORY)

• Maintain strong customer relationships (Top clients visits – 10 per week)
• Ensure low waiting time & zero escalations
• Achieve customer service score targets
• Ensure no critical service requests pending
• Conduct monthly customer engagement activities
  
• Ensure first-contact resolution of queries

3. Compliance & Risk (MANDATORY)

• Follow all RBI and bank compliance guidelines
• Ensure audit readiness and high audit scores
• Monitor fraud prevention and risk controls
• Daily checks:
• Irregularity & exception reports
• TOD reports & pending entries
• Maintain key registers (complaints, fake notes, etc.)
• Perform monthly/quarterly physical verification (cash, keys, lockers)
• Ensure proper KYC and AML compliance

4. Branch Profitability (MANDATORY)

• Increase Net Interest Income (NII)
• Grow CASA, deposits, and loan portfolio
• Improve fee income through cross-sell
• Control branch expenses & cash holding
• Track daily financial reports (GL, inflow/outflow)

5. Branch Operations & Administration

• Ensure branch is clean, well-maintained, and follows brand standards
• Monitor ATM, systems, and equipment functionality
• Maintain proper staffing, seating, and duty roster

6. Team & Capability Building (MANDATORY)

• Train and mentor new employees (first 3 months)
• Conduct regular reviews and feedback sessions
• Ensure mandatory certifications (AMFI, IRDA, E-learning)
• Plan job rotation and training workshops
• Maintain team motivation and reduce attrition

7. Key Performance Indicators (KPI)

• Retail P&L: NII & Fee Income achievement
• CASA Growth: Accounts, balance, quality
• Loan Targets: Home, Auto, Personal achievement %
• Customer Service Score
• Audit & Compliance Scores