RBB|PBA|Service Apply

Sales
Maintain Daily Sales Report
Monitoring of CH 106 and CH 126 calling
Ensure quality new acquisition on SA and CA for Resident/Non Resident
a
• Depletion control
Penetration of Saving Accounts on non liability customers
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:
a
• Customers who have attrited over a certain value (as defined by product) for both savings and current accounts to be called and reasons ascertained
b
• To impress upon customers to make us the primary bankers and ensure that all funds are retained
• A/c Closure: To talk to all clients who have approached to close their accounts and ensure that genuine customers a/cs are retained
• Managing and monitoring performance of the sales resources (BDR/COEX/Asset Coordinator) for optimal sales support
Penetration of FD to unique customers
Responsible for penetration and activation of credit cards
a
• Ensure that all sales staff pitch for enhancement of limits
b
• Promote active usage of credit cards
Sales of Third Party Products to the customers
a
• MF/Insurance/RBI Bonds
b
• Ensure that requisite certifications are done (AMFI)
Sales of Asset Products
Disseminating product information to the customer and staff
Enhancing customer wallet size
a
• Ensuring that customers make us their primary bank
i
• Knowing about where all the customer is currently banking and moving him to our Bank
ii
• Ensuring that customer scope is done and products targeted accordingly
iii
• Sales to family members and associates (all network)
Attrition control of customers
a
• Includes persuading the customer to continue and if required renew FDs
b
• Monitor large amount movements / account closure from the deposit accounts and ensure that customer does not attrite
c
• Ensure that the marketing analytics list on possible attrite, is called and retained
Managing Classic Portfolio
Ensure that individual customers are grouped and Customer To Group (CTG) Ratio is maintained on the portfolio
o By grouping them with their family members who already hold accounts with us
o By grouping them with their family members post selling liability products to the family members, if they do not have banking relationship with us
Ensure that optimal levels of Income generating Product Group Holding (IPGH) is reached
o Ensure that within each customer group a minimum number of stipulated Income Generating products are sold
Ensure that the Customer Group profitability is achieved
o Manage Band 1 and 2 customers and ensure that they are moved to Band 3 and above
Enhance Values within each of the customer groups
Online updation of CRM at every stage of customer contact on the portfolio
Customer Services
Lobby Management
a
• Queue handling
Branch Administration including house keeping, upkeep, etc
Ensure quality customer service is delivered
a
• Manage irate customers if required or escalated
Recording complaints as per the specified process
Resolving all complaints received (self, branch, other units) within the stipulated TATs
a
• Monitor all complaints received and ensure that staff are closing it within the TAT
b
• Improve customer communication on closures
c
• Check with customers if the process of complaint has been managed well
Preventive complaint management
a
• Asking for feedback from customers, who are not complaining
b
• 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
a
• Check back on recent customers registered to DBC channel and give any specific help required
b
• Monitor PB, PB-WD are selling aiding customers and are actively selling DBC services
Responsibility of opening the customer account within the TAT
• Ensure that all PBs are dressed as per the dress code & grooming standards
• Operations
As vault custodian is responsible for all related process checks
Joint custodian for sys-admin and setup within the branch
a
• Ensure that password sharing does not happen
Checking of all account opening forms and authorizing the same before it being sent to CPU
a
• Monitor CPU TATs
b
• Ensure certification of documentation required for opening and maintaining customer accounts
c
• Exceptions
d
• Check Dummy a/c monitoring
Error free documentation for all account opening and all customer instructions (Stop payments, FD Closure, etc)
a
• Monitor and audit internally if this is being followed by all concerned sales staff
Maintaining Tatkal kits as per laid down process
Monitor lockers allocation and all other related operations
Submission of daily e-schedule indicating the third party sales done
Updation of LTS for the asset leads generated
a
• Monitor the same for all PBs
Updation of weed-out database on the portal
Authorise all PB transactions and ensure that proper process has been followed
Check all finware reports and action the same (CH 123, CH 167, BA 001, CH 180, ST 044, ST 043, SM 108, etc)
Monitoring branch stationery (other than security stationery) requirement and ensure that the same has been indented for
• Ensure that Branch batch is closed within 3 hrs of closure of branch limit
• Checking of deliverable tally register
All death claims to be settled within 15 days of submission of all documents
Interface Entries: To ensure that all interface entries are authorized within the TAT and no entry is left unauthorized
• Instant Accounts: To ensure that all instant a/cs are activated within 48 hours of dispatch
Corporate salary A/Cs to be sent to CPU only after thorough scrutiny of documents
• To ensure that there are no discrepancy in these A/Cs so that there are no delay in activation
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
Staff Management
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 PBs are sent for class room training on a regular basis