IndusInd Bank - Deputy Branch Manager - Retail Banking

- Achieve set service delivery standards for the lobby evaluated through Customer satisfaction survey metrics

- Meeting benchmark Mystery Shopping scores & branch Service score given by the PAQ service managers

- Ensuring all complaints are resolved up to customer satisfaction within 3 days of lodging

- Welcome calling to be completed within 3 days TAT

- Equal assignment of the WC interactions

- Cross-sell % to be atleast at 30% on welcome calling

- Ensuring high level of knowledge of processes and procedures is maintained for efficient and accurate handling of customer transactions

- Anticipating customer needs and offering tailored solutions thereby helping him stay ahead

- Operations and Productivity

- Cash, ATM, Remittances & Deposits

- Clearing

- Account Opening & Closure

- Internal Controls

- Maintain lobby hygiene

- Overall cleanliness of the lobby/customer area

- Standard Look & Feel

- Greeting norms - in person/ over phone

- Display of brochures/ RBI circulars as per requirement

- Educating clients on NBD channels/new products & services

- Dressing/grooming as per Bank's laid down guidelines