Senior Associate Director - Affluent Relations

Servicing existing and primarily walk-in customers to fulfill the specific transactional requirements of the customer through high quality customer service while increasing product penetration through cross sell and achieving allocated portfolio and revenue targets.

Key Responsibilities:

• Maximize sales performance to achieve given revenue targets (self and branch) through liability products [Current / Savings / Term deposits], wealth management products and asset related products (secured, unsecured)
• Generate new business via sales promotions, out-marketing calls and presentations and in-branch contacts
• Participate actively in branch sales planning to generate action plans for meeting targets
• He/she is aware of bank's Mis selling & Sales Policies and ensure adherence all the time.
• Ensure high level of customer service in the branch. Manage difficult customer situations
• Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
• Ensure transactions are processed with a high level of accuracy and commitment to satisfy customer needs
• Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/overridden by appropriate authorities
• Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints
• Monitor customer satisfaction survey ratings, net promoter score or any other survey/feedback ratings taken from customers and ensure continuous improvement if below benchmark, sustain and better-quality service
• Take responsibility for general reconciliation and control activities
• Find ways to improve operational efficiency and control costs to meet cost budgets
• Be multi-skilled to handle all kinds of transactions and services in the bank
• Manage growth and attrition of the base, facilitate customer up-streaming. Improve product per customer
• Ensure he/she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.
• Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance
• Responsible for health and safety for all
• Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; co-operate with management to support and promote health and safety in the workplace
• Ensure that your actions do not put others at risk; work in a healthy and safe manner
• Encourage others to work in a healthy and safe manner
• Report all accidents and incidents and bring to the attention of the management any hazard in the workplace

Business:

Sales and Service Objectives:

• Maximize sales performance to achieve given revenue targets for the zone as well as distribution network through liability products [Current / Savings / Term deposits], wealth management products and asset related products
• Develop, implement and manage a best-in-class sales capability
• Lead the implementation of the liability strategy at the branch
• Review, analyze and manage the customer portfolio for profitable growth
• Initiate development of strategies for customer acquisition, retention, and cross sell
• Support where necessary, via joint customer calls and identify potential customers
• Together with branch managers, enhance the bank's image through area promotions, community activities etc.
• Manage service delivery in the network to the highest competitive standards
• Monitor service standards for the network and audit expected behaviors

Processes:

Operations & Compliance:

• Ensure satisfactory ratings in all internal/external audits conducted at all branches in the zone
• Control and periodically check operational risks and workflows
• Review key operational risks and efficiency indicators

Integration/ Change Management:

• Facilitate the implementation of new systems and processes across the branch network
• Lead the transaction migration initiative at the area

Segment Ownership:

• Implement all segment/product initiatives in the zone (PRB/ Premium/ Personal/ SME)
• Jointly own the delivery of segment/product (PRB/ Premium/ Personal/ SME) targets with the branch managers & segment associate directors

People & Talent:

People Management:

• Drive and embed a strong performance culture through inspiring, motivating, and rigorous performance management discipline. Develop and build talents within the network through optimal resourcing, capacity planning, succession planning and engagements
• Achieve high employee engagement and satisfaction. Retain talent, check attrition. Manage and mentor network staff and union interface to ensure overall employee satisfaction
• Identify training, development and counselling needs for staff
• Undertake career growth planning for performers in the branch network

Governance:

• Ensure he/she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD and Money laundering prevention and ensure compliance thereto. Any suspicious transaction must immediately be reported as per guidelines
• He/she is aware of bank's Mis-selling & Sales Policies and ensure adherence all the times within the network
• Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance
• Responsible for health and safety for all
• Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; co-operate with management to support and promote health and safety in the workplace
• Ensure that your actions do not put others at risk; work in a healthy and safe manner
• Encourage others to work in a healthy and safe manner
• Report all accidents and incidents and bring to the attention of the management any hazard in the workplace
• As a manager you are also responsible for the health and safety aspects within your area of control. You need to ensure that
• Your employees are adequately trained and supervised to perform their tasks in a safe manner and are free to raise any health and safety issues and these issues are addressed appropriately
• The contractors working in your area or for you are working in a safe & healthy manner

Regulatory & Business Conduct:

• Display exemplary conduct and live by the Group's Values and Code of Conduct
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct
• Effectively and collaboratively identify, escalate, mitigate, and resolve risk, conduct and compliance matters

Key stakeholders:

• WRB Head, Head - Affluent Banking, Region Area Director, Leadership Team, Department Heads

Other Responsibilities:

• Embed Here for good and Group's brand and values in India; perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures

Skills and Experience:

Technical Skills:

• Strong knowledge of retail banking products (CASA, loans, deposits, insurance, investments)
• Wealth knowledge and customer handling skills
• Analytical skills

Behavioural Competencies:

• Excellent communication skills and presentation skills
• High level of inter-personal skills & integrity
• Ability to influence senior management and provide thought leadership

Role Specific Technical Competencies:

• Proficiency in using banking software/application and CEMS systems

Qualifications:

• Educational Background:
• Preferably a Master's Degree in any discipline, other banking certifications will be an advantage
• Work Experience:
• Experience in running sizeable profit centers, distribution networks with full accountability for strategy, costs and revenue
• Track record of successful multi-product sales in a retail business