We are seeking a proactive Branch Operation Manager to serve as the functional head of branch operations. In this junior leadership role, you will be responsible for the seamless execution of day-to-day banking processes, ensuring that all operations align with the highest standards of efficiency and regulatory compliance. You will lead from the front, managing staff performance and driving process improvements while maintaining a strong focus on problem-solving. This remote position requires a professional who can balance independent task management with collaborative strategic goal-setting to optimize branch performance and enhance the client experience.

Technical Responsibilities

- Operational Oversight: Oversee the end-to-end execution of branch-level banking operations, including cash management, clearing, remittances, and account services.

- Process Optimization: Identify operational bottlenecks and implement process improvements to enhance efficiency and reduce Turnaround Time (TAT) for client requests.

- Staff Performance Management: Lead, mentor, and guide a diverse team of operations staff, setting clear KPIs and conducting regular performance evaluations to ensure service excellence.

- Compliance & Policy Adherence: Ensure strict adherence to internal organizational policies, KYC/AML norms, and regulatory guidelines to mitigate operational risks.

- Performance Metric Monitoring: Track and analyze key branch performance metrics (KPMs), producing detailed reports for senior management on operational health and productivity.

- Client Relationship Management: Act as a senior point of contact for complex client inquiries, fostering long-term relationships and ensuring a high level of customer satisfaction.

- Strategic Goal Contribution: Align branch operations with broader organizational strategic goals, contributing to the development of annual operating plans.

- Digital Tool Utilization: Leverage core banking systems (CBS) and digital management software to streamline remote reporting and team coordination.

- Risk & Audit Management: Prepare the branch for internal and external audits by maintaining meticulous documentation and ensuring all operational "quality gates" are met.

- Incident Resolution: Lead the resolution of critical operational issues or customer grievances, utilizing strong problem-solving skills to minimize impact on branch functioning.

Core Skills & Competencies

- Leading from the Front: Ability to take ownership of branch outcomes and inspire a remote/diverse team through active leadership.

- Problem-Solving: A focused approach to diagnosing operational failures and implementing sustainable solutions.

- Retail Banking Expertise: Deep understanding of branch banking products, liability management, and general banking operations.

- Organizational Excellence: Strong analytical skills to manage multiple operational workstreams without compromising on quality or compliance.

- Effective Communication: Skilled at liaising between clients, team members, and senior internal stakeholders in a professional manner.

Preferred Skills

- Digital Transformation: Experience in transitioning traditional manual branch processes into digital or automated workflows.

- Regulatory Knowledge: Up-to-date understanding of central bank guidelines (e.g., RBI) regarding retail banking operations.

- Audit Success Track Record: Proven experience in achieving "Green" or "Satisfactory" ratings in previous branch operational audits.

- Financial Services Experience: Prior experience as a Deputy Branch Manager or Operations Head in a Tier-1 or Tier-2 bank.

- Advanced Reporting: Proficiency in using Excel or data visualization tools to present branch performance data.