Personal Banker Authoriser recruitment in Guna - hdfc bank

Key Result / Responsibility Areas:

Operations

 Joint custodian for sys-admin and setup within the branch

o Ensure that password sharing does not happen

 Checking of all account opening forms and authorizing the same before it being

sent to WBO Location / RDVU / CPU

o Monitoring Tatkal Kits issued to customers

o Checking of account opening forms / documentation /customer

instructions at branch

o Clearance of exceptions raised by the concurrent audit team

o Monitoring Cheque dummy account on daily basis.

 Authorization of Stop Payment requests at branch

 Monitor lockers allocation and all other related operations

 Updation in LTS for the asset leads generated / liability leads in CRM Next

 Updation of weed-out database on the portal

 Authorize all PB transactions and ensure that proper process has been followed

 Checking all the mandatory reports on daily basis.

 Monitoring branch stationery (other than security stationery) requirement and

ensure that the same has been indented for.

 EOD Stock tally of all the deliverables at branch.

 Ensuring Settlement of all death claims within 15 days of submission of all

documents

 Checking of the profile of new customer as per process.

 Monitoring Hygiene Parameters

o Depletion control

o Activation

o FTNR on customer instructions

o % age of forms on hold

o Tatkal Kits issued at branch

 Ensure that all staff are aware of the benefits that a customer would enjoy if

they do not opt for DNC registration

 Calling on Large Value Attrition

o Customers who have attired over a certain value (as defined by product)

for both savings and current accounts to be called and reasons

ascertained

o To impress upon customers to make us the primary bankers and ensure

that all funds are retained.

 Disseminating product information to the customer and staff

 Ensure that all PB’s are dressed as per the dress code & grooming standards.

 Providing Net banking demos on various customer requests received at branches

to customers

 Ensuring Satisfactory branch audit

 Authorization of Demat instructions at branch

 Updation of UAS Alerts under PBA

 Monitoring of BSO, Monitoring LTR & Welcome calling Review Report in place on

daily basis

 Zero day calling for accounts sourced.

 Effective migration of portfolio customers from physical mode to Digital

Platform.

 Periodic exchange of keys lodged with other branch

 To ensure migration of physical transactions both financial and non financial to

digital

 To ensure that all process lapses and critical lapses observed in previous audit

are adhered and no repeat comments

 To manage dummy, suspense a/cs and also FTNR/ TATs at the time of a/c

opening and managing pending AOFs

 To ensure that all staff reporting to them achieve the set sales targets and also

achieve set for them

 Follow up with customers for compliance of Regulatory requirements

o Form 60/61

o FATCA / CRS

o Re-Kyc documents.

Customer Services

 Lobby Management at branch and ensuring lobby is not overcrowded at all times

 Branch Administration including house keeping, upkeep, etc

 Issuance of Balance confirmation certificate at branch and ensuring that all

processes relating to the same is being followed.

 Reviewing all inward communication / letters at the branch and assigning them

appropriately Eg. Confidnetial Reports / RTFX Documents / Legal correspondence

etc.

 Ensuring timely reverts and reporting to Cluster / Zonal offices for mandatory

reporting. Eg. CH126A unsatisfactory reporting, Month end reporting etc.

 Ensure quality customer service is delivered. Attending Irate customers at

branches.

 Complaint Management

o Recording complaints as per the specified process

o Resolving all complaints received (self, branch, other units) within the

stipulated TAT’s

o Monitor all complaints received and ensure that staff are closing it within

the TAT

o Improve customer communication on closures

o Check with customers if the process of complaint has been managed well

o Asking for feedback from customers, who are not complaining

o Discussing with staff the importance of getting feedback from customers

on a regular basis

 Promoting all direct banking channels and ensuring that the customer is utilizing

the same

o Check back on recent customer’s registered to DBC channel and give any

specific help required

o Monitor PB, PB-WD are selling aiding customers and are actively selling

DBC services

Marketing Activities

 Ensure that the branch have banners, collaterals, pamphlets as per the

merchandising manual

 Ensure that 5-S norms are adhered to for all workstation including self

Sales

 Monitoring of CH 106 and CH 126 A calling

 Ensure quality new acquisition on SA and CA for Resident/Non Resident

 Penetration of Saving Accounts on non liability customers

 Managing and monitoring performance of the sales resources (PB - WD / BSO)

for optimal sales support.

 Managing and monitoring performance of the sales resources (PB -sales) for

optimal sales support thru call planning and handholding PB's.

 PB’s productivity - 6 products per day

 Time to time reporting to zonal office as needed

 Penetration of FD to customers

 Responsible for penetration and activation of credit cards

o Ensure that all sales staff pitch for enhancement of limits

o Promote active usage of credit cards

 Sales of Third Party Products to the customers

o MF/Insurance/RBI Bonds

o Ensure that requisite certifications are done (AMFI)

 Sales of Asset Products

 Ensure CEP benchmarks are met by PB sales.

 Ensure Portfolio Benchmarks are met for each PB's.

 Ensure PB income are met thru proper sales support and guidance

 Enhancing customer wallet size. Ensuring that customers make us their primary

bank

o Knowing about where all the customer is currently banking and moving

him to our Bank

o Ensuring that customer scope is done and products targeted accordingly

o Sales to family members and associates (all network)

 Attrition control of customers

o Includes persuading the customer to continue and if required renew FD’s

o Monitor large amount movements / account closure from the deposit

accounts and ensure that customer does not attrite

o Ensure that the marketing analytics list on possible attrite, is called and

retained

 Migrating customers for using various payment options of our bank i.e Pay Zapp,

Chillr, Smart buy etc.

 Ensuring the implementation of all initiatives to get casa in branches

 Productivity of BSO in branch

 ABM’s productivity – Nav and No achievement

Staff Management

 Proper on boarding should be done to all newly joined staff for better grooming

and understanding on branch operations, Products and customer engagement.

 Ensure that all staff are adequately trained on the Products of the bank and sales

process

 Ensure that all staff are trained on the process to be followed (including

amendment with new circulars)

 Monitor Staff productivity and give guidance on improving the same in

conjunction with the BM

 Ensure that all PB’s are sent for class room training on a regular basis

Reporting to

Branch Manager

Competencies

 Banking Product Knowledge

 Planning and Organizing Skills

 Team Management / Interpersonal Skills

 Sales and Influencing Skills

 Communication - Written and verbal both

 Knowledge of Competition

 Awareness of Banking regulations

 Awareness of TF & FX

 Team Management

Certification

 NCFM Certification

 CAIIB

 Internal Certification

 AMFI Certification (Mandatory)