INDEX

LIST OF KRAs APPROVED BY DEPARTMENTAL HEADS/DMD& CDO

BRANCH FUNCTIONARIES

S.No Name of the position

1 BM (Non BPR)
2 BM (BPR)
3 Case Manager
4 Manager (BO)
5 Customer Relation Officer
6 RM (PB)
7 Field Officer
8 Rural Mktg & Recovery Officer
9 Cash Officer at Chest Branches
 KEY RESPONSIBILITY AREA
BRANCH MANAGER (NON-BPR CENTRE)

Quantitative:

i) Achievement of all business budgets deposits, advances, profit, other

income, cross selling etc, including activity budgets.
ii) Achievement of payment business i.e. alternate channels business
budgets.
iii) Achievement of expenditure cost curtailment budget.
iv) Sourcing / Marketing of proposals (Number and amount).
v) Achievement of NPA reduction / recovery targets.
vi) Increase Market share.
Qualitative:
Customer Service
a) Ensure efficient customer service level & evaluate performance of
Manager (BO), SWOs, CROs on agreed TAT.
b) Migration of customers to Alternate channels for routine transactions.
c) Handling of customer grievance and feedback.
Marketing and Sales
a) Implementation of sales strategies in consultation with regional Manager /
BU Head. Suggest need of promotional campaigns.
b) Regular touch with top end customers and tracking for new business from
them.
c) Ensure Implementation of New initiatives Outreach channels, BC/BF
channels, CSPs etc.
d) Ensure Competitor Tracking and plan to overcome their strategies.
e) Liaison with important Government functionaries and others.
Branch Ambience
a) Ensure provision of customer amenities in the branch premises.
b) Ensure excellent Upkeep of the branch befitting the Banks image.

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Administration
a) Proper deployment of staff resources.
b) Timely reporting of important business and operational matters to Regional
Manager.
c) Development of staff working, development of skills, knowledge of staff
through proper training.
d) Maintenance of excellent condition of House Keeping.
e) Ensure holding of Preventive Vigilance Committee / Customer Committee
Meeting and Customer Relation Programme regularly.

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 KEY RESPONSIBILITY AREA
BRANCH MANAGER (BPR CENTRE)
BOTH CORE SSB AND AFFLUENT MODEL
Quantitative:

I. Achievement of all business budgets deposits, advances, Profitability, Other

income, Cross selling etc, including activity budgets.
II. Achievement of payment business i.e. alternate channels business budgets.
III. Achievement of expenditure cost curtailment budget.
IV. Sourcing / Marketing of proposals (No).
V. Achievement of increase in Market share.
Qualitative:

Customer Service
a) Ensure efficient customer service level & evaluate performance of Manager
(BO), SWOs, CROs on agreed TAT.
b) Migration of customers to Alternate channels for routine transactions.
c) Handling of customer feedback and grievance.

Marketing and Sales

a) Implementation of sales strategies in consultation with Regional Manager / BU
Head. Suggest need of promotional campaigns.
b) Regular touch with top end customers and tracking for new business from them.
c) Ensure Competitor Tracking.
d) Liaison with important functionaries both Government and otherwise.

Branch Ambience
a) Ensure provision of customer amenities in the branch premises.
b) Upkeep of the branch befitting the Banks image.

Administration
a) Proper deployment of staff resources.
b) Timely reporting of important business and operational matters to Regional
Manager.
c) Development of staff working, development of skills, knowledge of staff
through proper training.
d) Maintenance of harmonious HR.
e) Maintenance of excellent condition of House keeping viz Branch Hygiene.
f) Ensure holding of Preventive Vigilance Committee / Customer Committee
Meeting and Customer Relation Programme regularly.

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 KEY RESPONSIBILITY AREA

CASE MANAGER

QUANTITATIVE:

1. Ensure adherence to SLB norms and achievement of average transaction

time norms
2. Maintaining / Improving Housekeeping hygiene in his area of operations
eg. Reconciliation of clearing entries, etc., / RTGs /NEFT / Inter Core
transactions.

QUALITATIVE:
Customer Service:
1. Ensure expeditious handling of Single Window transactions
2. Ensure quick delivery of remittances (101s etc.)
3. Prompt handling of grievances to the full satisfaction of customers.
4. Quality of handling problems and complaints of customers to their full
satisfaction
5. Migration of customers to Alternate Channels ATM, MB, Green
Channels etc.
6. Referral of customers to CRO having potential for Cross Selling / Up
selling
7. Instilling SWOs with Customer Orientation
8. Managing / reducing line of queue of customers.

Administration:
1. Ensure timely generation and high quality of checking of reports
2. Looking for ways to improve the efficiency at the branch by encouraging
ideas from the staff

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 KEY RESPONSIBILITY AREA
MANAGER (BRANCH OPERATIONS) / SERVICE MANAGER

Quantitative:

i) Ensure that service level bench marks of the Branch on average queue
length, average wait time, average transaction time etc are adhered to.
ii) Ensure punctuality, neatness, efficient functioning of the Branch.
iii) Reconciliation of Branch suspense & ATM entries on daily basis and other
Housekeeping areas.
iv) Uptime of system / ATMs.
v) Quality of handling customer complaints.

Qualitative:

Customer Service Area

a) Migration of customers to Alternate channels (for lower mass / mass segment
customers).
b) Ensure efficient customer service in the Branch.

Marketing and Sales related

a) Referring customers to CRO / RM (PB) for cross selling / up selling of
products.
b) Promoting Special Schemes on products.

Administration
a) Liaison with ATM channels Manager.
b) Coordination / liaison with Service related CPCs like LCPC/CCPC/CPPC etc.
c) Effective handling of Administrative matters relating to Premises / Rent /
Electricity / AMCs / ATMs etc under overall supervision of the Branch
Manager.
d) Compliance with various audits in Operational Risk Area.
e) Prevention of leakage of income.
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 KEY RESPONSIBILITY AREA
CUSTOMER RELATION OFFICER

QUANTITATIVE:
1. Spending 20% of his time making out bound calls to customers to invite
them to branch for Cross Selling / Up Selling of Products and arranging for
/ their meeting with Branch Manager
2. Increase in deposit / advances / New Customers / Cross Sale for MF
Insurance, Payment Services, etc.
3. To ensure quality of loan proposals before submission to RACPC /
SMECC / RASECC to keep the return ratio at bare minimum level

QUALITATIVE:
Sales & Marketing:
1. To provide full Sales & Service Support to new & existing customers
2. Cross Selling / Up Selling of products to new customers / existing
customers
3. Marketing asset / Liability / Para banking products
4. Competitor Tracking and handling of feedback/suggestions
Customer Service:
1. Migrate customers to Alternate Channels
2. Ensure high quality of behaviour with customers and render excellent
customer service
3. Prompt Redressal of Customer Grievance and mechanism to handle
feedback/suggestion
Others:
1. Sharing of Branch budget with Branch Manager in terms of fulfillment of
targets
2. Quality of custody of documents retained at the branch
3. Effective completion of formalities related with opening / renewal / closure
of Govt. Accounts (Pension / PPF / Senior Citizen, etc.)
4. Ensure adherence to system and procedure.

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 KEY RESOPONSIBILITY AREA
RELATIONSHIP MANAGER (PERSONAL BANKING)

Quantitative:
i) Achievement of bench marks / numerical targets like customer meetings /
customer calls / Growth in business against targets / cross selling efforts /
acquisition of new customer etc.

ii) Acquisition of customers in youth / HNI segment.

iii) Achieve activity budgets.

iv) Enhance value per account of each customer assigned by up sale /

Liability and Assets products.

Qualitative:
Customer Service
a) Nurture relationship with high end and Youth customers (HNI / affluent / Mass
affluent customers).

b) Maintenance of customer meeting log and customer information files.

c) Coverage of maximum No. of customers.

d) Advisor to customers in financial matters & help them select products from the
basket of bank products.

e) Handling of customer grievances and feedback/suggestions.

Marketing and Sales

a) Ensure delivery of asset and liability products (Mortgage loan/Car
loan/Housing loan/personal loan etc) within minimum possible TAT by
necessary follow up at RACPC for asset products.
b) Liaison with RACPC / LCPC / CPPC etc.
c) Generation of new leads, Cross selling and up selling.
d) To apprise the Branch Manger / Regional Manager about the competitors
plan / strategies, their strong points and the ways to overcome them.
e) Support to Branch Manger in loan generation / fixing meetings with existing /
potential customers.
f) Competitor tracking and suggestions.

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 KEY RESPONSIBILITY AREA
FIELD OFFICER
Quantitative:

i) Achievement of budgeted targets advances, cross selling etc including net

growth of credit to micro accounts by 10% minimum.
ii) Achievement of Activity Budget i.e. opening of loan accounts, organization of
periodical meetings with the Pensioner / Builders / Car Dealers etc for marketing
of our Pensioner loan / Housing loan / Car loan / Mortgage loan / Reverse
Mortgage loan etc/ No. of new customers / accounts in SME / Financial
inclusion.
iii) Achievement of reduction budget in NPA accounts.
iv) Opening of SHGs / Farmers Clubs / JLGs in the area of operations for better
management of the advances and deposits portfolio.
v) No. of Loan Mela / Lok Adalat / Recovery camps etc., arranged and amount
recovered.
Qualitative:

i) Ensure timely disposal of loan applications within the prescribed time norms &
proper Appraisal / Documentation / Insurance / Inspection / follow-up / recovery /
renewal of advances / follow up of non-performing assets as applicable.
ii) Formulate and implement strategies for budgeted achievement of targets of the
branch including cross selling.
iii) Generation and checking of reports on daily basis.
iv) Preparation and submission of various reports related with advances including
CIS Report generations, submission etc.
v) Self Audit preparation / compliance of irregularities in RFIA (CRM-part).
vi) Liaison with other entities / service units (RCPC, CCPC etc) within the Bank for
ensuring timely fulfillment of services as per the commitments made to the
customers.
vii) Preparing village wise / Area wise borrowers list for proper follow up (including
issue of No due Certificates).
viii) Explore the possibilities of Cluster financing.
ix) Ensure proper claims in respect of eligible accounts and obtaining refinance in
respect of eligible accounts.
x) Prompt / effective handling / redressal of complaint.

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 KEY RESPONSIBILITY AREA
RURAL MARKETING AND RECOVERY OFFICER (RMRO)

Quantitative:

i) Achievement of business targets in loans and recovery in various

segments.
ii) Achievement of Reduction /recovery target in NPAs /Written off accounts
and also improvement in percentage of Standard Assets.
iii) No of recovery camps held and achievement.

Qualitative:

i) Survey the area under his area (village wise) of operation for assessing
the credit requirements, potential for SME, PER and AGRI segments and
make recovery of all kinds of loans.
ii) Promptness of processing of loans/Sanction of loans (when posted as
Field Officer)/Quality of Appraisal and assessment of credit proposals.
iii) Focusing and exploring potential for development of Non-Agri, SMEs
businesses and promote advances in these areas.
iv) Getting a list of overdue/irregular accounts (Village wise) and following up
with borrower for payment of installments, interest, Compromise etc.
v) Quality of post sanction follow -up.
vi) Follow up and updating the Written Off/Suit filed/AUCA/Insurance/Decree
cases accounts etc (including cases under Sec.138 with Advocates).
vii) Formation of SHGs / opening of accounts and credit linkages
with/without assistance of NGOs.
viii) Efforts in building up a good image of the bank.

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 KEY RESPONSIBILITY AREA

CASH OFFICER (CHEST BRANCH)

Quantitative:
i) Ensure that the Cash related system suspense account (ATM
cash/balance reconciliation, Sundry deposits, petty cash etc) should be
followed on daily basis and make it NIL and also arrange for Fresh
Note/Soiled Note remittances with RBI.
Qualitative:
i) Control, Supervision and allotment of duties in Cash Department/Security
staff on the day to day work/functions and generate/check reports.
ii) Ensure handling of cash movement within prescribed Chest Balance Limit
by RBI (CBL).
iii) Timely reporting and follow up of ICCOMS on daily basis.
iv) Generation and checking of various reports related with cash section.
v) Sharing the branch budget with the Branch Manager in terms of fulfillment
of the target to improve the quality of business and support extended to
branch functionaries.
vi) Responsible for proper functioning of Fire alarm, Burglary alarm, time lock
(strong room), Del tale machines, Note sorting machine, Upkeep and
maintenance of Cash Department Register/Ledgers and Security
arrangements. Ensure functioning of electronic devices installed in Branch
for safety-security purpose i.e.CCTV, Hot-Line, Auto Dialer, Biometric
Access System etc.

vii) Verify the purity/weight of the Gold offered as security and kept in safe
custody and ensure quick sanctioning of Gold loans to attract more
business & Recovery of overdue.
viii) Liaison with CAC to ensure that distribution of cash is timely.
ix) Follow up of Inspections and Audit reports and various other Audit
Reports.
x) Migrate the customers from normal business channel to Alternate channel
xi) Ensure compliance with RBI directives in respect of detection and
impounding of counterfeit Bank notes, currency management issues
raised by RBI time to time.
xii) To ensure only sorted currency notes are kept in the Chest of RBI.

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