Manager/Senior Manager - Branch Operations - Bank

Manager/ Sr Manager (Branch Operation Manager)

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-- -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 back ups 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 attuned 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.