Key Responsibilities:
Cluster Operations Management:
- Oversee daily operations of all branches within the assigned cluster.
- Ensure smooth functioning of CASA, deposits, remittances, trade services, clearing, cash management, and branch administration.
- Monitor TATs, process adherence, and operational efficiency across branches.
Service Delivery & Customer Experience:
- Drive service excellence and improve customer satisfaction scores.
- Resolve escalated customer complaints within defined timelines.
- Ensure consistent service standards across all cluster branches.
Compliance, Risk & Audit:
- Ensure adherence to RBI, AML/KYC, internal policies, and compliance standards.
- Manage internal, concurrent, statutory, and RBI audits for cluster branches.
- Track and close audit observations, operational risk events, and control gaps.
Team Leadership & Capability Building:
- Lead and mentor branch operations managers and operations teams across the cluster.
- Conduct regular reviews, training, and performance monitoring.
- Drive discipline, accountability, and operational culture across branches.
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