Branch Manager
Bandhan Bank limited
Total years of experience :18 years, 1 Months
• Ensure that all financial, acquisition and penetration targets of the branch are equitably assigned to the branch staff based on their capabilities and experience to ensure that the Branch goals are achieved.
• Monitor the daily performance of the Branch through financial reports on actual achievement versus target so that areas of unsatisfactory performance are identified and rectified promptly and potential performance improvement opportunities are capitalised upon.
• Focus on attracting new to bank customers for different segments with quality portfolios and customer profiling based on the bank's strategy to achieve the required customer base mix.
• Conduct joint sales calls with different branch staff to meet current / prospect key customers, market a wide range of bank's products, cross sell and deepen the relationship with those customers.
• Drive customer migration to more cost effective alternative delivery channels, to reduce cost and maximize efficiency.
• Monitor how branch staff implement Service standards set by the bank, in terms of customer interactions, T.A.T adherence, branch ambiance, clean desk policy...etc. to ensure full customer satisfaction and promote customer loyalty.
• Ensure that the branch employees handle customer complaints at first point of contact with full ownership, escalating the case to relevant departments if required and provide prompt feedback to Customers in a timely manner.
• Develop and maintain strong relationships with key Customers, ensure their needs and requests have been handled efficiently to increase and strengthen customer satisfaction and loyalty.
• Ensure accuracy and completeness of Branch documentation, accessible on file, incorporating necessary analysis and checking to ensure correctness of data and adherence to set processes.
• Achieve acceptable risk rating by adhering to the bank Operating and Credit policies and procedures and minimizing operational errors and losses.
• Rectify any Audit comments timely to mitigate any potential risk, ensuring the identification of the root cause to avoid future re-occurrence.
• Ensure that the branch day to day operations are processed according to procedures and standards.
• Efficient implementation of the new hire on boarding process, providing staff with the required coaching, training, logistics...etc.
• Set the training plans for all staff in the branch with related department heads and ensure the efficiency of the training to business and implementation of training by trained employee.
• Ensure the effective achievement of Branch objectives through careful objectives setting, managing performance, developing, coaching and motivating staff, assisting career development, providing formal and informal feedback and appraisal in order to maximize overall performance.
• Ensure clear communication of the bank's vision and strategy to all staff and explain how the branches contribute in achieving the overall bank's objective.
Profile : Branch Operations Head
Location : Darjeeling, India
• Supervision of overall branch operations to ensure smooth & error free functions in respect of account opening, loan documents processing and disbursal, compliance to regulatory bodies, AML, KYC, Clearing, CMS, Cash, Forex, remittances, Forex and customer service with key focus on bottom line profitability by ensuring optimal utilization of available resources.
• Verification of account opening documents and make sure that the KYC norms are met as per the regulatory guidelines.
• Verification and cross checking of loan files submitted for disbursal and make sure that the loans are disbursed on time.
• Managing customer centric banking operations & ensuring customer satisfaction by achieving delivery & service quality norms.
• Coordinating with relationship managers and meet / interact with key clients on a periodic basis to stock take on service levels and customer satisfaction. Also collate their feedback & suggestions.
• Monitoring the high value transactions to comply with AML guidelines.
• Maintenance & safe keeping of records files, vouchers pertaining to the unit.
• Ensure tallying of cheques received, verification and authorization of entries are completed within the cut-off time.
• Reconciliation of office and suspense accounts, accounts maintained with other banks and receivable and payable accounts.
• Reconciliation of vendor payments and receipts of various clients and provide MIS on timely basis to the clients whenever required.
• Analyze credit data and financial statements to determine the degree of risk involved in extending credit or lending money.
• Prepare reports that include the degree of risk involved in extending credit or lending money.
• Evaluate customer records and recommend payment plans based on earnings, savings data, payment history, and purchase activity.
• Confer with credit association and other business representatives to exchange credit information.
Complete loan applications, including credit analyses and summaries of loan requests, and submit to loan committees for approval.
• Generate financial ratios, using computer programs, to evaluate customers' financial status.
Review individual or commercial customer files to identify and select delinquent accounts for collection.
• Compare liquidity, profitability, and credit histories of establishments being evaluated with those of similar establishments in the same industries and geographic locations.
• Consult with customers to resolve complaints and verify financial and credit transactions.
Analyze financial data such as income growth, quality of management, and market share to determine expected profitability of loans.
• Credit Appraisal for both fund based and non-fund base limits which includes conducting due diligence, understanding the business model, management capabilities, and market strength of the business and conducting unit visits.
• In depth analysis of financial statements involving calculation & interpretation of key ratios, analysis of fund flow statements and cash flow statements etc.
• Credit rating of proposals on the basis of Company's internal guidelines and risk profiling.
• Preparing the credit recommendation / Rejection note highlighting the key risk and mitigants in the proposal.
• Portfolio Analysis at regular intervals to identify key risk indicators or early warning signals and take appropriate action.
• Closely monitoring the overdue accounts and open deferral position and coordinating with business for regularization and closure.
• Keep track on key economic and industry indicators.
Profile : Senior Officer
Location : Darjeeling, India
• Managing the branch banking team and gamut of tasks of branch banking operations including opening, maintenance and closure of Accounts and Fixed Deposits, Forex, Cash, Clearing, CMS, and Customer Service Desk.
• Ensuring error-free operations with a strict adherence to the statutory norms as laid down by the bank and Reserve Bank of India.
• Processing of transactions related to foreign exchange like Foreign cheque collection, Telegraphic Transfers, encashment of Foreign Currencies and Traveller's Cheques.
• Adherence to Know Your Customer and Anti Money Laundering norms as stipulated by Reserve Bank of India.
• Monitoring and ensuring that the “Turn Around Time” is adhered to as stipulated by the bank on processing of instructions given by the clients towards the operation and maintenance of their accounts.
• Timely opening and activation of the accounts through liaising with the Central Processing Unit.
• Ensure timely Focused towards Zero Defects and No Pendency, self mandated norms with a focus towards Client Relationship Management.
• Facilitating customer oriented operations & ensuring customer satisfaction by achieving delivery & service quality norms.
• Attending to clients (individuals/corporate clients) concerns & complaints and undertaking steps for effectively resolving them.
Profile : Account Manager-Customer Service Phone Banking, Credit Card Department; April 2006 - June 2007
Location : Hyderabad, India
• Backend financial administration in credit card department. Offering advice to customers on critical financial, economic and strategic events and transactions.
• Coordinating with the other departments of bank through conference calls and emails to keep latest updates, issues relating to credit card business and communicating the same to down line.
• Provide excellent service to Corporate Card Holders and at the same time meet the internal quality rating standards and FOCUS (Feedback on Customer Service).
• Handling dispute and Senior Management Escalated cases wherein the customer is not aware of the financial transactions performed on his account, or extremely annoyed customers whose issues has not been resolved within Turn Around Time.
• Generating Monthly Management Report and day-to-day analysis report. Helping the Management to track the key performance indicators and profit making opportunities with supporting analysis for different time horizons.