HDFC Bank - CPU Head - Retail Liability Operations

Job Description:

Key Role:

Managing CPU Mumbai Operations with the following broad objectives:

- KYC/AML / Banned list compliance in document verification.

- Filing of all statutory reporting to all regulators be done within the timeframe for all Units.

- Opening accounts as well as processing all customer instructions - as per agreed SLA/ TATs.

- Productivity - to achieve benchmark numbers.

- People management / R & R.

- Business support & customer service.

- Overall controllership & process adherence.

- Creating redundancy.

- Handling Pan India centralized processes of CPU Mumbai i.e. TDS Unit/ PIS Unit/ Central Stationery/ Customer deliverables.

- Unit Handling all audit / compliance issues of CPU Mumbai.

- Budget / capacity planning.

- Cost saving.

- Quality Initiatives

Key Responsibilities

- Overall responsibility for ensuring KYC compliance in document verification & ensuring that errors are within tolerance limits and also ensure that all suspect cases identified in the - Banned list- alerts are closed within time by Branches.

- Overall responsible for processing of all customer instructions error free for all Units in CPU Mumbai.

- Resolution of all customer complaints within TAT and doing RCA for non-recurrence. Directly handling all senior mgt customer and MD complaints and closing them out within the agreed TAT.

- Customer interface - making client visits (For selected big Corporate/Preferred customers), attending customer meets at branches and meeting Regional Head's for identification of pain areas & customer service issues.

- Ensuring that all departments in the unit conform to TAT requirements on a daily basis and provide solutions to the team to weed out bottlenecks to ensure smooth flow of forms end-to-end.

- Ensuring process adherence by reviewing processes periodically and looking out of opportunities where processes can be automated for all Units in CPU Mumbai.

- Ensuring that individual & team productivity are maintained/ achieved as per set benchmarks for all Units in CPU Mumbai.

- Ensuring complete controllership in the unit by means of adherence to all laid down policies & guidelines, for zero exposure/potential exposure to the bank - dip check to be done for all processes at regular intervals

- People management - identifying right people for jobs, providing guidance, grooming, providing fair & friendly work environment, planning career path for the team and ensuring high morale at all levels.

- Guiding & mentoring the Unit Heads in day-to-day operations like production planning and any other areas of concern.

- Identifying areas of automation & creating adequate back-ups for each job, to reduce person dependency & enhance controllership.

- Vendor management - review performance of the vendor and ensure that the vendor meets the required quality standards of the Bank and delivers within the TATs.

- Ensuing that the customer deliverables i.e. FD advices, account statements (Adhoc/Daily/HNW/ UBS) are sent in time. Does a detail review of the Courier performance and monitor the TATs/ RTOs in case of HNW statements.

- Identifying areas of quality improvement by taking help of QIG as well as maintaining ISO standards.

- Giving information to auditors (internal/ external) in time and adhere to all internal process guidelines.

- File all regulatory reports/ data of the Bank in time with NSDL/RBI and IT authorities.

- Achieve a Cost savings Target of Rs.25 Lacs P.A through elimination of Non Value add in the process