Branch Manager

Job Overview:
The Branch Manager (BM) is responsible for overseeing the day-to-day operations of the branch, ensuring that the teams of ABM/Manager/Executive-Sales, ABM/Manager/Executive -Loans, Agents and Operations staff are meeting their daily targets and commitments. The BM will lead by example, supporting the ABMs/Managers in their respective departments, ensuring the delivery of exceptional customer service and maintaining the overall efficiency and profitability of the branch. The role requires active field involvement, staff management and continuous performance monitoring to ensure branch objectives are met.

Key Responsibilities:

1. Staff Management & Leadership:

• Oversee and manage ABM/Manager/Executive-Sales, ABM/Manager/Executive -Loans, Agents and Operations staff ensuring they meet their daily, weekly, and monthly targets.
• Conduct regular team meetings to review progress, provide updates and set new goals for the team.
• Monitor staff performance and provide continuous feedback, training, and development opportunities.
• Ensure that each department works in a collaborative manner to achieve overall branch goals.
• Monitor daily field activities of ABM/Manager/Executive-Sales, ABM/Manager/Executive -Loans, Agents to ensure their activities align with branch goals and are being executed effectively.
• Accompany ABM/Manager/Executive-Sales in the field for conducting sales activities and meeting customers to close the business.
• Accompany ABM/Manager/Executive-Loans to verify loan customers before sanctioning loans, ensuring that the loan disbursement process adheres to society policies and standards.
• Ensure that ABM/Manager/Executive are conducting regular follow-ups and closing calls to drive business growth.
• Provide field support and direct involvement in sales campaigns, ensuring that branch sales targets are met.

2. Recruitment & Team Development:

• Assist ABM/Manager in recruiting local Agents for Deposits and loan sourcing and collections to expand the branch's customer base and improve loan collections.
• Ensure that the recruited agents are trained and equipped with the necessary skills and knowledge to succeed in their roles.
• Regularly assess the performance of Agents and verification has to be done regularly w.r.t Agents collections.

3. Customer Service & Relationship Management:

• Handle customer service and relationship issues, ensuring timely resolution to maintain high levels of customer satisfaction.
• Ensure that customer inquiries and complaints are addressed professionally and efficiently.
• Build and maintain strong relationships with customers to encourage repeat business and positive referrals.

4. Branch Performance & Target Achievement:

• Contribute actively to increasing the branches overall performance, ensuring that sales, loan disbursements, and collections targets are consistently met.
• Track branch performance against KPIs and take corrective action as needed to ensure targets are achieved.

5. Operations Department Management:

• Oversee the operations department's daily activities, ensuring that all transactions, paperwork are completed accurately and in a timely manner as guided from the head-office.
• Ensure that all daily transactions and reports are concluded before the end of the day to maintain smooth operations and compliance with internal processes.
• Work with the clerical staff to ensure that customer documentation, loan paperwork, and other administrative tasks are handled effectively.

6. Reporting & Administrative Tasks:

• Provide regular updates and reports to senior management on branch performance, sales progress, loan portfolio, collections and customer service metrics.
• Review and ensure accuracy in branch-related documentation and reports.
• Perform other administrative tasks as required by senior management.

Qualifications & Skills:

• Education: Bachelor's degree in Business, Finance, or a related field. A Masters degree or additional certifications in banking and finance is a plus.

Experience:

• Minimum 3+ years of experience in banking, with at least 1-2 years in a branch management role.
• Proven experience managing teams in sales, loans, collections, agents and operations.
• In-depth understanding of deposit schemes, loan products and banking operations.