Branch Service Delivery Leader

- One of the leading Pvt Sector bank is looking for Banking Operations experienced professionals

- The ideal candidate needs to b a MBA with atleast 3 years Banking Operations/Services experience

Key responsibilities are :

Account Opening & Maintenance :

- Monitor the processes for account opening, account maintenance & account closure related formalities as per YBL process

- Handle customers enquiries and instructions, whilst ensuring that the Bank's delivery standards are met in achieving total customer satisfaction. e.g. timely checking of account opening documentation, opening of Accounts etc.

- Ensure adherence to process & documentation standards (e.g.,forms/checklists, welcome calling, approvals, etc.)

- Ensure pro-active & sustained liaison with NOC, Product, Sales RM, etc. where required

- Maintain strict vigilance on the quality of forms and documentation provided

- Ensure timely follow up with Sales RMs of all BUs for resolution of any outstanding deferrals.

Transactions Related :

- Ensure all the counters are opened and staff is ready to service client's atleast 15 minutes before the customer timings

- Ensure proper scrutiny of all transactional documents submitted by the customer vis-a-vis branch checklist to ensure all that all necessary documents are submitted by the customer

- Support the Business Managers/Business Heads/Financial control team in preparation of any audit related deliverables i.e. internal /external concerning a transaction executed for a corporate client.

- Address all transaction related enquiries i.e. pre, during & post transaction processing & escalations

- Ensure strong monitoring of all transactions in the branch & maintain accurate / strong MIS for the branch. The same may be needed by the bank for overall management of branch processes & business planning

- Ensure frequent monitoring of all over-aged cases (deferrals, pending items, etc.) & appropriate escalation of the same in a timely & balanced manner to the senior management

- Ensure that knowledge, skills & capabilities are built across entire team of BSPs, so as to have internal backups to ensure that work is not hampered in by absenteeism or resignations

Service & Quality :

- Ensure that all people, process, data & systems in the branch are well attended to deliver consistent & superior levels of service to all customers.

- Ensure that adequate records & data pertaining to customer queries and complaints is maintained & analysed for achieving greater process efficiency

- Ensure daily / weekly monitoring & analyses of various data points & reports that have bearing on Customer Service & process adherence.

- Play a pro-active role in new products, processes or systems roll out impacting the clients

- Coordinate with relationship managers and meet / interact with key clients on a periodic basis to stock take on service levels and customer satisfaction. Also collate their feedback & suggestions

- Ensuring collection of CSS forms on periodic basis and sent to NOC.

- Responsible for monthly - Branch Service Committee- meetings are held on 07th of each month

- Implementation of 5S, ISO 9001:2000, Six Sigma standards & meet/exceed set quality parameters conforming to the standards.

Audit & Compliance :

- Effectively Support & Handle Branch Audits by Internal, External, Concurrent, Statutory & RBI auditors

- Responsible for implementation of process, policies as per guidelines & audit rating of the branch

- Ensure comprehensive compliance with all internal, regulatory and statutory requirements as relevant for various product and services from a branch perspective

- Attend to any audit findings and resolve them immediately

- Ensuring DCFC checklist is checked thoroughly and signed off on daily basis

- Personally implement & conduct self-audits in the branch (e.g., weekly sweep audit, etc.) and any anomalies are brought to the notice of senior management along with mitigating steps initiated

- Responsible for sensitizing each BSD team member on adherence of process & policies

Others :

- Maintain highest levels of discipline (punctuality, attendance, grooming standards etc) in the office

- Define goals & performance parameters for the team & guide/coach them in achieving the same. Ensure that the team understands the goals of the bank, the branch and also of other colleagues in the branch

- Provide constructive feedback; identify training & development needs of the team & conduct training at frequent intervals to meet the training requirements

- Lead, motivate, coach & develop staff. Conduct cross functional trainings within & across teams there by creating effective back up with in the team;

- Ensure timely escalation of issues that is impacting business and possible solutions to address the concerns to the BSDL.

- Manage Local Vendors /agency relationships to ensure smooth execution of transaction

- Responsible for Branch upkeep & maintenance and control over the cost

- Support for conducting monthly CSR events at the branch.

- Must be thorough with banking processes, regulations & guidelines across retail products.

- Play an active role in new products, processes, systems roll out. Comply with bank policies and procedures to ensure safety and security of bank's and customer's assets

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