Regional Head - Operations - Retail Banking

Company : Leading Private Indian Bank

Exp : 10 to 14 years of work experience in Financial Services

Education:

1. Post Graduate, MBA, CA, Engineer from a recognized university/premium business schools.

2. AMFI/NCFM/IRDA/JAIIB/CAIIB & such relevant certifications will be an added advantage.

3. Certification on quality programs i.e., Six Sigma, ISO, 5S, Kaizen, etc. will be an added advantage.

Job Summary:

1. Owner - Accountable for the day to day smooth & error free functioning of the functions / duties associated with in all regional Branch Operations, Customer Service, Operations Risk management and Audit / Compliance & Control framework for the respective Regional Branches.

2. Single Point of Contact - for HO functions that require implementation of initiatives at region wise branches; for HO functions seeking feedback, MIS, etc from the respective branches.

3. Facilitator - To ensure that all expectations that clients & colleagues have from the Oerations team is delivered in a timely, accurate & reliable manner.

4. Auditor & Controller - To be the primary auditor & controller in the region to the extent of reviewing, tracking, monitoring & self-auditing the various records in the respective branch are happening thereby ensuring that the branch is fully compliant with all rules, processes & guidelines of the Bank & the Applicable Statutory Regulations.

5. Operations Risk Management - Ensure that process controls are adhered to and testing of controls, monitoring and reporting of the key operational risk items pertaining to branch.

6. Quality - Support the implementation of various HO initiatives such as ISO certification, Quality Circle, Six-Sigma, five-s, Quality Assurance. Building a quality culture.

7. Team Leader - To ensure, thru monitoring & developing the team in a methodical / sustained manner, that most team members are successful in their job-roles & are groomed/mentored for higher responsibilities.

8. Coach / Trainer - To take responsibility of coaching & training and knowledge building of all staff in the branch about relevant subjects, processes, documentation, regulations, etc. Building a service ETHOS. Overall Mentoring of the entire BSD function in branches.

9. Managing escalations / grievance redressal - Manage customer escalations, customer grievance redressal. Complaint management and response.