Senior Branch Leader

Job Opportunity

Lead a high-performing team and manage Branch Profitability, ensuring excellent service, Customer Relationship Management, Operations, and Risk.

Oversee all branch objectives and overall supervision of the branch, ensuring achievement of branch targets by generating business and driving cross-sells.

Key responsibilities include overseeing High Net Worth (HNW) customer programs, branch operations, and maintaining compliance with banking regulations and procedures.

Responsibilities:1. Achievement of Business Targets

• Achieve income and contribution targets
• Incremental Current Account and Savings Account (CASA) targets
• Maintain Cost to Income Ratio benchmark
• Drive cross-selling of products such as Demat accounts, Credit Cards, Mutual Funds, Insurance, Investment Advisory, Asset Products, and ensure portfolio growth and cross-sell ratios

2. Program / Channel Management

• Manage programs as applicable (e.g., HNW Portfolio Management and customer service)
• Ensure revenue-generating roles across channels meet targets
• Oversee HNW Portfolio management to maintain high service levels and achieve cross-sell ratios

3. Complaints and Customer Management

• Ensure all components of the branch sales model operate per design and regulatory compliance
• Handle and resolve customer complaints effectively and within target timelines
• Monitor and improve BRM SQ ratings
• Focus on targeted growth for existing portfolios
• Attrition control for portfolio growth
• Maintain low percentage of depleted accounts
• Resolve TAT delays, offsite ATM complaints, and review customer feedback
• Organize customer meets to solicit feedback on services and products
• Ensure Contact and Cross-Sell ratios are met
• Review CRM adherence and ensure timely responses

4. People Management

• Manage staff turnover and motivate the team
• Encourage high morale through appropriate training and exposure to skill/product knowledge
• Manage productivity of Coex/LSE teams on CASA/Demat/Credit Cards
• Provide operational training to ensure a knowledgeable workforce
• Manage staff productivity and performance

5. Review and Control

• Perform regular reviews of vault and key registers
• Monitor periodic physical verification of cash
• Maintain high audit ratings with no operational errors or fraud
• Review Suspense and Dummy accounts to ensure compliance
• Ensure adherence to banking regulations, rules, and procedures
• Conduct periodic progress reviews and ensure clarity on business objectives among staff
• Enforce strict adherence to sales processes

Competency RequirementsExecution Excellence:

• Strong planning and organization skills
• Continuous improvement mindset
• High-quality results with a focus on business knowledge and managing people

Managing People & Relationships:

• Collaboration skills and customer delight focus
• Promote HDFC values, coaching, and conflict resolution
• Ability to manage interpersonal relationships and team dynamics

Personal Effectiveness:

• Strong ownership and feedback mechanisms
• Active listening and clear expression of ideas
• Analytical ability, influencing, and decision-making skills

Assignment of Work

Liaise with external customers, retail marketing, audit, IT, product development groups, retail operations, clearing, currency chest, ATM vendors, other functional heads, and RBI officials on a case-to-case basis.

Educational Qualifications

• Minimum: Graduation

Certifications (Optional)

• AMFI Certification
• IRDA Certification
• NCFM Certification
• Internal Certification – NR Modules
• Other industry-specific certifications

Key Skills

• Strategic Vision and Business Understanding
• Strong Planning & Organizing Abilities
• Decision-Making and Analytical Skills
• Excellent Communication and Sales/Marketing Skills
• Ability to Work Under Pressure and Handle Stress
• Strong Team Player with Hands-On Approach
• Mentoring and Staff Development Skills
• Effective Listening, Influencing, and Monitoring Skills

Experience Required

• Minimum of 3 to 10 years of experience in banking or related fields
• Exposure to branch management, sales, and operations is preferred

Major Stakeholders (Intra-team and Cross-functional)

• Customers
• Admin/Infra/HR
• Retail Marketing
• Audit
• IT
• Product Development Groups
• Retail Operations
• Clearing, Currency Chest, and ATM Vendors
• Other Functional Heads
• RBI Officials

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