Job Title
Prime Banking - Centre Head
Business Unit
Virtual Relationship Banking
Reporting To
Prime Banking - Regional Head
Job Function and Role Type
Sales/Relationship Management, Supervisory
Version No
1.0
Job Purpose
Manage the unit to achieve business targets while ensuring compliance with guidelines and regulatory requirements. Lead and motivate the team to excel in service, sales, and quality.
Key Responsibilities
Unit Productivity
Build strategy to meet revenue and income targets.
Drive portfolio-level plans and achieve business targets.
Analyze trends and implement actions to improve conversions.
Service Quality & Training
Ensure adherence to training modules for new hires.
Conduct refreshers and address knowledge gaps.
Monitor call evaluations and publish reports.
Management of Key Portfolio Parameters
Increase customer IPH through need-based products.
Ensure CEP benchmarks and update profiler details.
Encourage digital activity and improve customer stickiness.
Complaints Management
Ensure 85% of complaints are closed within TAT.
Monitor timely logging and closure of complaints.
Handle escalated complaints and share learnings.
Sales Management
Meet defined business targets and track lead movement.
Organize training and escalate issues to fulfillment teams.
Review MIS and provide inputs to staff.
Staffing and Team Building
Ensure timely hiring and address staffing concerns.
Provide feedback and motivate staff to align with objectives.
Maintain a trained resource pool to meet challenges.
MIS - Reporting and Analysis
Ensure accurate reporting within TAT.
Utilize reports to plan and meet business requirements.
Operations & Process Compliance & Administration
Ensure error-free processing of administrative tasks.
Maintain infrastructure and manage attendance records.
Adhere to process and audit requirements.
Education:
Graduation required; Post-graduation optional.
Certifications:
None specified.
Key Competencies
Team handling, customer handling, sales and influencing, operational skills, effective communication.
Major Stakeholders
Customers, branch banking team, operations, sales managers, insurance teams, HNW product team, admin team, IT team, HR team, audit team.
