Branch Head

Job Purpose

As a Branch Head at DBS Bank, you will be responsible for driving the overall business of the branch by ensuring exceptional customer service, a proactive sales environment, seamless back-office operations, and overall profitability. You will enhance existing relationships with customers and build new relationships to increase the customer base.

Key Accountabilities

Drive implementation of the overall Bank strategy at branch level (asset and liability, marketing, sales, operations) in consultation with the Cluster Head.
Develop and implement branch-specific marketing & communication strategies to build the DBS brand and achieve branch targets.
Owner of Branch P&L, cascade the branch scorecard to branch and sales employees to ensure achievement of targets.

Job Duties and Responsibilities

Generate sales through assets, liability, and other banking products as well as TPP.
Monitor on a regular basis the actual achievement of sales targets vis-à-vis plans for the branch; take necessary action to minimize deviations, if any.
Build and manage effective customer relationships with key customers tagged to him/her; enable superior customer service to them; advise them on making robust investment and financial decisions.
Reduce customer dormancy and customer attrition.
Ensure branch target achievement through effective upselling and cross-selling.
Develop the business prospects in the branch vicinity by scouting for avenues to expand overall branch book, both assets & liability portfolio qualitatively & quantitatively.
Ensure effective execution of marketing campaigns and conversion of customer referrals.
Drive business growth through prospective high net worth individuals, along with Relationship managers to maintain positive relationships.
Address customer queries and grievances escalated by the branch personnel in a timely manner.
Ensure lead sharing with respective Business like IBG for Assets etc.
Manage public relations and liaison with local government authorities / RBI/ other banks for day-to-day branch operations and reporting.

Requirements

Support the internal and external audit team in carrying out the periodic branch audit; formulate action plans to address the deviations found in audit.
Provide guidance to branch personnel on effective customer relationship management, sales, customer service, and compliance to ensure achievement of individual targets.
Take overall responsibility for identification of training needs and completion of mandatory certifications for branch personnel.
Drive a performance-driven culture in the team by timely monitoring, review of performance parameters, and feedback to the team members.

---