PROJECT WORK-PART A

COMPETENCY MAPPING

ROLE UNDER CONSIDERATION: Branch Manager- Scale-II (Rural Branch)

1. Main Purpose or Objective of the role: (State below the main purpose of the role? What
does not get done if this role is not there? What is the single most reason for this role to
exist?)

To spread the awareness of financial literacy in Rural area. Be a leader to the Branch
staff, ensure growth in business and reduction in NPA.

(Summary of the comments made by different role holders to describe this role and their
expectations from this role)

a. Delegation of E-vouchers to Assistant Manager

b. Verification and authorization of New Account Opening.
c. Authorization of NEFT, RTGS, DD, FD etc.
d. Monitoring of NPA and meeting customers for recovery purposes. Making strategies
to reduce NPA along with Branch Staff members.
e. Verification, documentation and payment of deceased claims.
f. Checking records of advance, scheme, SHG, CKCC
g. Overdue monitoring of CKCC
h. Documentation, analysis of application form, allotment of presentation to AM,
processing and sanctioning of various loan applications from Class/CBS, post
inspection, stock verification etc.
i. Daily data reporting/maintenance as per call from Regional Office e.g. security
feeding (advances), correction of problems in NPA accounts etc.
j. OMS upload offsite monitoring
k. Follow up with HR Department, Regional Office for HRD related issues of Staff
Members of the Branch e.g. leave, salary, perquisites, mediclaims etc.
l. Meeting and canvassing new customers.
m. Preparation of control return, notices (NPA-Overdue), clearance of RBI and statutory
audit on monthly basis.
 n. Quarterly(cash verification), Concurrent audit, currency chest verification of other
branches, quarterly reports-deceased claims, ATM report(monthly-how much cash is
out and in and tallied in format given)
o. Conducting customer meetings for financial and new products awareness and staff
meeting for grievance handling of customers and staff members and making of
strategies for smooth functioning of business in Branch.
p. Financial literacy programme. Meeting will be conducted in the rural area. Like Cent
Bachat area. Business correspondence camp. BM sometimes attends camp. Because
people do not know the banking. Attending customers and talk to them. Banking
awareness to be spread. Know the customers in local area. Meetings are conducted in
co ordinations with FLCC.

2. Role Set members (Please indicate the designation of the role set members and not the
names of the persons. For example for the reporting manager you can put DGM or GM
Marketing, for a Head marketing role that is being mapped)

Reporting to: Regional Manager

Reviewing Manager: Zonal Manager
Direct Reports:
SWO-Clerk___
Asistant Manager ___
Sub Staff__
Internal Customers (Other departments in the company the role holder interacts with):
 RO-all departments(specially credit/recovery).
 Central Office: CBS dept helpdesk,
 External Customers: (Those who are not from the company): Customers, BDO,
Gram Panchayat(Pradhan), LIC, Sangha Bhavan people(SHG Loans),
DRDC(Project director)

3. Fill in the Column given below, listing all the activities that the role holder performs as a
part of her/his role on a day-to-day basis.

List of Activities
a. On daily basis
i. Opening of the Branch
 ii. He delegates (Not required to be mentioned. Please ensure that you
capture only those activities that this role holder has to do. You can
rephrase this in this way –“ Monitors the e-vouching in CBS System by
AM”) the e-vouching in CBS System to AM.
iii. Verifies accounts which are to opened, authorize them and process them to
the final stage.
iv. Transactions related to debit/credit of cash of customers are authorized by
him.
v. On daily basis (On daily basis not required again since you are mentioning
this activity under the title “Daily Basis”) authorization of approx. 200-
300 vouchers from School Customers in nearby area.
vi. Processing and authorization of RTGS, NEFT, DD, FD etc.
vii. Checking of Probably NPA and work out a plan to curb it e.g. calling
customers, visiting them in need or serving notice in case customer does
not respond positively.
viii. RO requirement daily data distribute to staff like security feeding
(advance), problem in account (NPA, recovery) or do oneself.
ix. Maintenance of attendance register, checking and authorization of leaves
of staff.
x.
b. Occasionally:
i. Verification of deceased claims received at Branch, process them and
payment through DD.
ii. Checking records of advance, scheme, SHG, CKCC
iii. Overdue monitoring of CKCC
iv. Vehicle, HBL, Personal(documentation, analysis of application form,
presanction(send to AM), process and sanctioning from Class/CBS, post
inspection, stock verification)
v. OMS upload offsite monitoring
vi. Calling HR Department, Regional Office on staff related issues like Tour
claims, officiating, mediclaim.
vii. Convassing new customers by conducting camps or visiting in the field.
viii. Aadhaar auhthentication of customers.
ix. Appreciation to staff(e.g. after some achievements like anandadhara
DRDC pd, good finance award, achievement of status as LIC Branch),
 sharing credit with the staff members and acknowledge their importance in
success of the Branch.
x. Interaction with staff, birthday celebration, maintaining friendly
atmosphere.
xi. Conducting Staff meetings, customer meetings.
c. Monthly
i. Credit Department: Preparation of control return, Notice preparation of
Overdue accounts.
j. Audit Department: Clearing of RBI and Statutory audit.
k. Preparation of ATM report- i.e. how much cash is out and in and tallied in
format given by IT Department, Regional Office.
d. Quarterly:
i. Cash verification
j. Clearing of Concurrent audit,
k. Currency chest verification of other branches,
l. Preparation of Quarterly reports on deceased claims, Fasal Bima Yojna
m. Updation of CKCC accounts insurance in portal.
Good attempt…can improve by mentioning each activity more minutely for
example you can break Branch Opening as a Task and under that you can
bunch all the activities that are to be executed

4. What are the required qualifications and past experience that are necessary to hold this
position and perform it successfully?
Graduate in finance, 3-4 years of experience working in the Branch as Assistant
Manager/Manager., communication level match with customers, benevolent behavior.
_________________________________________________________________
_________________________________________________________________

5. Competency Listing: What kind of knowledge does the role holder need to perform the
role well?
Knowledge/Functional expertise:
 Knowledge of finance, accounting
 Computer
 Knowledge of customers
  Various departments in Regional Office, ZO and CO and where to contact as per
requirement.
 Knowledge of CBS system.

Behavioral Qualities:
 Communication skills
 Interpersonal Skills
 Networking skills – Yes, interpersonal would make the roleholder interact
effectively with all stakeholders and networking skill would be required to extract
new customers out of existing customer base and building more and more
customer horizon. Interpersonal will be used here as making existing stakeholders
satisfied and networking will be more of aggressive approach/efforts that BM
makes to multifold the new connections.Is Networking Skill really required for
this role? Or could this role do with Interpersonal Skills? Please think
 Business orientation skills – it is Business Orientation and NOT Business
Orientation Skills
 People management/development skills(guiding, collaboration, advising,
mentoring, team building)
 Drive to take initiative

BEHAVIOR INDICATORS:
Competencies Themes Behavioral Indicators

1.Business 1. Managing and  Proactive in conducting customer meetings/campaigns

acumen maintaining current (Conducts customer meetings/campaigns proactively)
business.  Conducts recovery camps aggressively to curb NPA.
  Devises innovative solutions to resolve day to day issues
faced by customers for customer satisfaction.
 Develops strategies (long term and short term) by active
follow up with customers and staff members to adhere to
the targets given by RO/ZO.
2. Enhancing new
business  Devises new ways to canvass new customers for business
opportunities growth by consulting staff members and his professional
network.

Good effort!! will need lots of practice to make it better

2.Interpersonal 1.Liasioning with  Builds relationship with customers by understanding their
skills stakeholders needs and through his remarkable interpersonal skills.
 Builds healthy relationships with BDO, Gram
Panchayat(Pradhan), LIC, Sangha Bhavan people(SHG
Loans), DRDC(Project director) by keeping in constant
touch and proactive in delivery of tasks/targets assigned.

 Negotiates with service vendors like ATM vendors,

Electrical equipment vendors etc. on service charges to
2.Soft skills reduce the cost.
 Communicates with high degree of confidence and
conviction.
 Convicnes the opposite party by using facts/figures and
examples.

1.Execution 1. Planning  Identifies and prioritizes task effectively to ensure on time

excellence (But completion.
you had not  Uses available resources in an optimal manner.
mentioned this
 Asseses time and resources neeed for targets.
behavioural
competency as a
key competency 2. Execution  Ensures tasks are completed by delegating them to the right
for this role. person.
Then how come  Actively follows up to ensure task completion.
it is now here?  Monitors regularly the task assigned to team members
Please ensure that through meetings.
only those that
 Addresses issues raised by customers and takes action to
are in your list
should e here as resolve the same
well)
4.People 1. Team building  Consults team members to discuss and resolve customer
Management/ and management and branch issues.
Development  Creates a climate of team work by being supportive and
open to the suggestions of team members
 Motivates team members to perform by recognizing their
contribution in Branch performance.
 Properly distributes work among staff members so that
work can go smoothly and without any hassle to any staff
members. (Distributes work among staff members so….-
 should start with action oriented word)
2.Team
development  Shows the staff members how to perform better by himself
indulging in ground level activities.
 Assists the team members in need and teaches the work.

Leaderless Group Discussion

i. Introduction to the industry

Entrust Finance Ltd. (Non Banking Finance Corporation) based out of Delhi, has a network
of over 2000 Branches all over India, majority of branches covering North and Western India.
Bank has grown popular in Rural and Semi urban customer markets since its inception in
1991.

ii. About the company

Entrust Finance Ltd. Is among the most diversified and profitable non-bank in the country
with a wide portfolio of products spread across consumer, SMR & commercial lending as
well as Wealth Management.

iii. Business Model and customers

Entrust Finance ltd. Is one of the largest players in the customer finance segment in India and
a pioneer in introducing interest free EMI finance options in more than 50 categories, ranging
from consumer durables to lifestyle products to groceries. Entrust Finance Ltd. Is a registered
corporate agent of third party insurance products Bharti Life Insurance company ltd., Plus life
insurance company ltd. and 5 more leading insurance third party companies.

iv. Problem/Key challenges at hand

Mr. Rahul is working with Entrust Finance Ltd. Mr. Rahul is Manager in a Rural Branch. Mr.
Rahul has been working in this Branch since last 1 year and has total 6 years of experience in
the Company. It was his first posting as Manager of any Branch. He was quite excited while
 posted as Branch Manager as he felt the company has placed its trust in him by deputing him
on this responsible position.
His performance was quite satisfactory in last one year. He managed to increase the Finance
portfolio of the Branch by 30%. He achieved all the targets entrusted to him by Higher
Management. He was among the top performers of the region and got very good appraisal in
last financial year. His work was very well appreciated by the senior authority.
Recently, he has faced shortage of staff members due to transfer/promotion posting of staff
members. Earlier his Branch was having 2 Deputy Managers, 2 clerks and 1 peon besides
him. Mr. Setan(Deputy Manager) has been promoted and transferred out of his Branch. No
replacement was given in place of Mr. Setan to this Branch. Mr. Setan was hard working and
knowledgeable who helped in canvassing business for the Branch and managing day to day
workload. Mr. Setan has been sharing half of Mr. Rahul’s loan related workload and has been
working with him on recovery too in the time of need. Also he was working in managing the
customer workload at the Branch when Mr. Rahul was out for recovery or business related
works.
After the transfer of Mr. Setan Branch functioning was hampered due to mismanagement of
the workload. Mr. Rahul was too busy in loan processing and recovery that he was unable to
concentrate on daily issues of the Branch and loan recovery was also hampered. Recently
Higher Management has allotted Mr. Rahul some extra work related to enquire nearby
Branch about possibility of a probable fraud.
Due to poor management at Branch, customers also started to complain about the service.
Two days ago one critical incident occurred at the Branch, where one Big Customer named
Mr. Rajan complained about the Branch at the Head Office, for improper service.

v. Mr. Rahul has been called by the higher management at their nodal office at Delhi. Meeting
is being co-ordinated by Mr. Jay Prakash (Chief Manager at Corporate office), Ms. Anindita
Ghosh (Chief Manager-HR), Ms. Kritika Bakshi (Reporting Manager of Mr. Rahul).
Meeting has been called to discuss the issues faced at Branch which are as following:
a) Smooth functioning of the business
b) Recovery
c) Upgradation of business portfolio of the Branch
d) Corrective actions on customer complaints/grievances

You have 30 minutes of time to work individually, analyze the situation and answer the questions
mentioned below, in the paper provided to you.

Individually please work out the following:

(1) Your analysis of the case and key challenges.

(2) Your strategy and action plan to solve the customer issue.
(3) What process will you put in place to ensure that such an incident does not happen in the
future?
(4) What is your strategy for improving the operational efficiency of the branch?
(5) What is your strategy for improving the business portfolio of the Branch?
 (6) What actions will you take to improve the recovery efforts?
No need to copy the same questions I shared with you. You can come up with your own
questions. Please increase the number of issues
This will be followed by a 30-minute discussion with the other committee members to arrive at a
consensus on the plan of action. We request you not to write anything once the discussion begins.

IN-BOX Exercise

“FOR YOU” Housing Finance ltd. is a Housing finance company based out of Chandigarh having PAN
india presence. Company is 50 years old and has good national reputation. Mr. Satish is working in a
small scale Branch as Senior Manager located in sector-6, Karnal, Haryana. Mr. Satish has been quite
diligent in performing his duties. During his service tenure of 2 years as Senior Manager of this Branch,
the Branch has flourished and completed all of its targets. Customer base and loan portfolio has grown to
a considerable extent.

Suddenly Mr. Satish met with an accident and has been advised rest for next 6 months. Mr. Paul, who is
working as Manager of Sector-6 Branch, has been given temporary charge of the Branch.

You are Mr. Paul. Today is 10th September, when you joined the Branch. Time as of now is 10:00 AM.
You have to leave the office by 11.15 AM to Corporate office at Chandigarh for a meeting with your
Manager.

You have only 1hr 15 minutes to respond to the emails that are there in the inbox of Mr. Satish.
 ORGANISATIONAL CHART:

CMD

General Manager

Regional Manager(AGM)(Mr. Narendra Chauhan)

HRD RD Credit Dept. Audit Deptt. IT Deptt.

Ajay Sinha Neha Goel Promila Saha Naresh Dutta Shivendra

Gupta

(Chief Manager) (Manager-RD) (Senior Manager-Cr) (Chief Mgr-Aud) (SM-IT)

(Senior Manager-HR) (AM-RD) (Manager-Cr) (Manager-Audit) (AM-IT)

(AM-HR) (AM-Cr) (AM-Audit) (AM-IT)

Branch Manager

(Mr. Satish)

Ms. Paul Dinesh Kumar Shobha Rani Sumit Roy

(Assistant Manager) (Assistant Manager) (Clerk) (Clerk)

 IN BOX- EMAILS RECEIVED

1. From: Mr. Sumit Roy(Clerk)

To: Mr. Satish

CC:

Subject: Urgent leave required

Dated: 09.09.2019

Sir,

Yesterday, my father got Heart Attack at around 9 PM. I, along with my brother took him to the
hospital. His situation is quite critical. He is admitted in Dutta Nursing Home in Karnal. Doctor is
saying that he will have to be bed ridden in hospital itself for 3-4 more days. As you know, I am
the eldest one in my siblings, so all the responsibility lies with me.

In such a situation, I request you to grant me leave for the period till my father’s condition gets
well.

Also I was given office order by you yesterday to report at nearby Sector-13 Branch on
deputation. I am extremely sorry for not being able to comply your instructions. I request you to
kindly arrange someone else on this deputation. I assure that I will resume the duties as soon as
my father’s condition gets better.

Yours faithfully

Sumit Roy.
2. From: Ms. Neha Goel(Manager-RD)

To: Mr. Satish

CC: Chief Manager-RD

Subject: Control Return reports

Dated:07.09.2019

Mr. Satish
Branch Manager
Sector-6 Branch, Karnal
As you are aware that we are in the last month of half yearly closing. Since one month we have
been asking for reports related to Control return, security housing loan, product code
change- in the portal), overdue accounts, social securities reports. Your Branch has not
provided the same even after our repeated mails. We once again advise you to provide
these reports at the earliest. Otherwise the responsibility of non-submission will lie with
you.

Regards
RD Department

Regional Office
3. From: Ms. Promila Saha (Credit Senior Manager)

To: Mr. Satish

CC: Credit Department, Corporate Office

Subject: Staff accountability in credit loans

Dated: 08.09.2019

Branch Manager

Sector-6 Branch, Karnal

Vide our mail dated: 01.09.2019, you were advised to conduct staff accountability in the loan
case of Aggarwal & sons pvt. Ltd. You have submitted the report on dated:04.09.2019. However,
following points are missing in the report. You are advised to give pointwise reply on following:

a. LSR report has been submitted or not?

b. KYC documents verified or not?

c. What is the present status of the mortgage property?

d. Whether Company’s funds been utilized in building of property? Report to be submitted.

Please provide your reply till tomorrow i.e.10.09.2019 by 11.00 AM without fail.

Regards

Credit Department
4. From: Mr. Ajay Sinha(Chief Manager-HRD)

To: Mr. Satish

CC: All Branches in the Region

Subject: Induction of new TPA for insurance of retired staff members.

Dated: 05.09.2019

All Branches in the Region:

Vide our mail dated: 27.08.2019, all the Branches were communicated to contact the retired staff
members to obtain their consent/non-consent to join the insurance scheme provide by the new
TPA i.e. Health India Insurance TPA pvt. Ltd. However, Branches A, B, C, D, E, Sector-13
Branch, Sector-6 Branch have not responded to our query.

All the above mentioned Branches are advised to provide the status of obtaining consent from
retired staff members pertaining to respective Branches. Required circular is attached again for
your reference.

Regards

HR Department
5. From: BDO

To: Mr. Satish

CC:

Subject: Conducting Business meeting on dated:12.09.2019

Dated:05.09.2019

Sir,

I hope you are well. In continuation to our last meeting, I hope you have prepared some schemes
for the benefits of the Block. I have also found that the input given by you were very helpful to
the general public. These kind of initiatives do help our society grow in real.

I would like to arrange one more meeting with you and other Bank’s officials in next week.
Please provide us a date which will be convenient for you.

Awaiting your reply

Regards

BDO

Karnal, sector-6
6. From: Mr. Anand Bajaj(customer)

To: Mr. Satish

CC: Mr. Narendra Chauhan(Regional Manager)

Subject: Unacceptable behavior with the valuable customer

Dated:07.09.2019

Mr. Satish,

I am your customer since 10 years and I have 3 big accounts in your Branch and have taken 5
loans from you. Certainly my connection with your Branch is providing you huge business. Still
your staff do not co operate with your valuable customers.

Yesterday, I went to your Branch for knowing the status of my new loan A/c No.-3244567590.
Instead of showing respect and greet to the valuable customer, your Branch Staff Mr. Sumit Roy
told me to keep standing in the row for one hour, while my work was not related to the people
standing in that row. I had to go back from your Branch empty handed.

Why there are not separate lines for different kinds of customers? If you can not serve your
customers well, why should I keep accounts with your Branch?

I am keeping copy of this mail to your Regional Office Management too. I ensure you that I will
withdraw my account from your Branch or this Bank even, unless you ensure to provide special
services to me.

Anand Bajaj
7. From: Mr. Sukhchain Kaushik(Electricity Vendor)

To: Mr. Satish

CC: Shivendra (SM-IT)

Subject: Repair and maintenance of Electric equipments

Dated:08.09.2019

Sir,

We have received instructions from Regional Office that some printers and computers are not
working fine in your Branch. We are planning to come to Sector 13 Branch for repair and
maintenance work on 10.09.2019, If you are comfortable with this date, we will come to your
Branch also.

Please confirm us the date today itself, as we have to prepare. Also please share in brief what
problems are being faced with printers and computers.

Regards

Vendor Electric Equipment repairs and maintenance.

8. From: Mr. Narendra Chauhan(Regional Manager)

 To: Mr. Satish

Subject: Abence of staff during Branch review

Dated: 09.09.2019

Mr. Satish,

Branch Manager

Sector-6 Branch

On dated:05.09.2019, the undersigned has visited your Branch. While, the Branch opening time is
10 AM and undersigned has entered the Branch at 10.15 AM. Still none of the staff was present
in the Branch except one peon who was doing work in the back rooms of the Branch, not at all
aware about who is entering into the Branch premises.

You are advised to submit your comments on the above at the earliest.

Regards

Regional Manager.

9. From: Mr. Shivendra (SM-IT)

To: Mr. Satish

 CC:

Subject: Repair and maintenance of Printer and Computers

Dated: 09.09.2019

Mr. Satish,

Branch Manager

Sector-6 Branch

We are in receipt of a communication from Mr. Sukhchain Kaushik, Electricity vendor of your
area, regarding his visit in your area for repair and maintenance work. He has asked your consent
to visit your Branch vide his mail dated: 08.09.2019. But, no reply has been received from your
end.

Vide your mail dated: 26.09.2019, you have communicated us that two computers and one printer
of your Branch are facing issues.

You are once again reminded to provide your consent to Mr. Sukhchain so that he may visit your
Branch and repair the equipments and keep a copy to us.

Please provide your reply by today itself till 5 PM, so that Mr. Sukhchain may be communicated
timely.

Regards

Shivendra (SM-IT)

10. From: Mr. Naresh Dutta(CM-Audit)

To: Mr. Satish
CC: Audit Department(Corporate Office)
Subject: Irregularities found during the monthly audit of your Branch
Dated: 04.09.2019
Mr. Satish
Branch Manager
Sector-6 Branch
Karnal

Vide monthly audit dated: 27.08.2019 at your Branch, following irregularities were found. Please
provide your point wise reply to the following till 07.09.2019 at 5 PM.

1. A/c NO.-7020810839(Ms. Mithilesh Saha)- documentation incomplete. Authentication of

property not done.
2. A/c No.-3457489930(Mr. Durga Prakash) – 2 nd stage loan disbursement was done without
verification of 1st stage completion of House.
3. A/c No.-4838774899(Ms. Seema Shukla) – Documentation incomplete. Identity/Income
background of the customer not verified. Ability of the customer to repay the loan not
verified.

Please adhere to the given timeline.

Regards
Naresh Dutta
CM-Audit
Regional Office

Really good effort over the previous one….follow the suggestions I shared with you earlier when
you are designing exercises for real time ADC. All the best!