Prime Banking- Centre Head

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.