• A
• Achievement of Business Targets:
1
• Achievement of Income and contribution targets
2
• Achievement of Incremental Current Account & Saving Account targets
3
• Cost to Income Ratio benchmark
4
• Cross Sell Products like Demat, Credit Cards, Mutual Funds, Insurance, Investment Advisory, and Assets etc
• 5
• Ensuring Portfolio Growth
6
• Ensuring Cross Sell Ratio
• B
• Program / Channel Management:
1
• Managed program(Wherever Applicable)
2
• Ensuring Revenue generating roles Channel overall target achievement (Wherever Applicable)
3
• Ensuring HNW Portfolio Management and customer service (Wherever Applicable)
4
• Ensuring achievement of cross sell Ratio
C
• Complains and Customer Management:
1
• Ensure all components of the branch sales model function as per design and regulatory compliance
• 2
• Complaints Handling
• 3
• Process adherence (Sales/Audit/RISK/Operation)
4
• BRM - SQ rating
5
• Targeted growth of existing portfolio
6
• Attrition Control as confirmed for portfolio...6
• Attrition Control as confirmed for portfolio growth
7
• Percentage of depleted accounts
8
• TAT delays
9
• Effective resolution of complaints from Next Step & Talisma
• Review and resolution of offsite ATM complaints
10
• Organising customer meets to solicit feedback on service and products
11
• Mystery Shopping Ratings
12
• Ensuring Contact Ratio
13
• Ensuring Cross Sell Ratio
14
• Review of all CRM and ensuring adherence and TAT
D
• People Management:
1
• Staff Turnover
2
• Staff Motivation and morale
3
• Training - staff is exposed to skill based, product knowledge based training
• 4
• Productivity of Coex/LSE on CASA/Demat/Credit Cards (A)
5
• Operational knowledge based training
6
• Staff productivity management
E
• Review and Control:
1
• Review vault /Vault& Key register, Monitor Physical verification of cash (Periodic)
• 2
• Audit Rating
3
• No frauds / Operational Errors
• 4
• Review Suspense & Dummy accounts
5
• Ensure compliance with Banking rules, Regulations & Procedures
6
• Periodic review of progress vs
• objectives
7
• Ensure clarity of Business objectives among staff
8
• Adherence of sales process
• F
• Competency:
Execution Excellence:
1
• Planning
2
• Continuous improvement
3
• Quality Result
4
• Business Knowledge
Managing people & Relationships:
1
• Collaboration
2
• Customer delight
3
• Promoting HDFC Values
4
• Coaching
5
• Conflict Resolution
Personal Effectiveness:
1
• Ownership
2
• Feedback and Active listening
3
• Clarity of expression
4
• Analytical Ability
5
• Influencing
6
• Decision Making
G
• Assignment of Work: Liaison with external customers, retail marketing, audit, IT, product development group, retail operations, clearing, currency chest, ATM vendors, other functional heads on case to case basis, and RBI officials