Branch Service Leader

Yesbank (Kochi, KL, India) 7 days ago


























































































































































1.
Account Opening & Maintenance: ü Monitor the processes for
account opening, account maintenance & account closure related
formalities as per YBL process ü Handle customers’ enquiries
and instructions, whilst ensuring that the Bank’s delivery standards are met
in achieving total customer satisfaction. e.g. timely checking of account
opening documentation, opening of Accounts etc. ü Ensure adherence to process
& documentation standards (e.g.,forms/checklists, welcome calling,
approvals, etc.) ü Ensure pro-active &
sustained liaison with NOC, Product, Sales RM, etc. where required ü Maintain strict vigilance on
the quality of forms and documentation provided ü Ensure timely follow up with
Sales RMs of all BUs for resolution of any outstanding deferrals. 2.
Transactions Related: ü Ensure all the counters are
opened and staff is ready to service client’s atleast 15 minutes before the
customer timings ü Ensure proper scrutiny of all
transactional documents submitted by the customer vis-à-vis branch checklist
to ensure all that all necessary documents are submitted by the customer ü Support the Business
Managers/Business Heads/Financial control team in preparation of any audit
related deliverables i.e. internal /external concerning a transaction
executed for a corporate client. ü Address all transaction
related enquiries i.e. pre, during & post transaction processing &
escalations ü Ensure strong monitoring of
all transactions in the branch & maintain accurate / strong MIS for the
branch. The same may be needed by the bank for overall management of branch
processes & business planning ü Ensure frequent monitoring of
all over-aged cases (deferrals, pending items, etc.) & appropriate
escalation of the same in a timely & balanced manner to the senior
management ü Ensure that knowledge, skills
& capabilities are built across entire team of BSPs, so as to have
internal backups to ensure that work is not hampered in by absenteeism or
resignations 3.
Service & Quality: ü Ensure that all people,
process, data & systems in the branch are well attended to deliver
consistent & superior levels of service to all customers. ü Ensure that adequate records
& data pertaining to customer queries and complaints is maintained &
analysed for achieving greater process efficiency ü Ensure daily / weekly
monitoring & analyses of various data points & reports that have
bearing on Customer Service & process adherence. ü Play a pro-active role in new
products, processes or systems roll out impacting the clients ü Coordinate with relationship
managers and meet / interact with key clients on a periodic basis to stock
take on service levels and customer satisfaction. Also collate their feedback
& suggestions ü Ensuring collection of CSS
forms on periodic basis and sent to NOC. ü Responsible for monthly
“Branch Service Committee” meetings are held on 07th of each month ü Implementation of 5S, ISO
9001:2000, Six Sigma standards & meet/exceed set quality parameters
conforming to the standards. 4. Audit
& Compliance: ü Effectively Support &
Handle Branch Audits by Internal, External, Concurrent, Statutory & RBI
auditors ü Responsible for
implementation of process, policies as per guidelines & audit rating of
the branch ü Ensure comprehensive
compliance with all internal, regulatory and statutory requirements as
relevant for various product and services from a branch perspective ü Attend to any audit findings
and resolve them immediately; ü Ensuring DCFC checklist is
checked thoroughly and signed off on daily basis ü Personally implement &
conduct self-audits in the branch (e.g., weekly sweep audit, etc.) and any
anomalies are brought to the notice of senior management along with
mitigating steps initiated ü Responsible for sensitizing
each BSD team member on adherence of process & policies 5.
Others: ü Maintain highest levels of
discipline (punctuality, attendance, grooming standards etc) in the office ü Define goals &
performance parameters for the team & guide/coach them in achieving the
same. Ensure that the team understands the goals of the bank, the branch and
also of other colleagues in the branch ü Provide constructive
feedback; identify training & development needs of the team & conduct
training at frequent intervals to meet the training requirements ü Lead, motivate, coach & develop staff.
Conduct cross functional trainings within & across teams there by
creating effective back up with in the team; ü Ensure timely escalation of
issues that is impacting business and possible solutions to address the
concerns to the BSDL. ü Manage Local Vendors /agency
relationships to ensure smooth execution of transaction ü Responsible for Branch upkeep
& maintenance and control over the cost ü Support for conducting
monthly CSR events at the branch. ü Must be thorough with banking
processes, regulations & guidelines across ü retail products. ü Play an active role in new
products, processes, systems roll out. Comply with bank policies and
procedures to ensure safety and security of bank's and customer's assets
Minimum graduation required

Primary Location: India-Kerala-Kochi

Other Locations:

Job: Branch Service Leader

Organization: Retail Banking

Schedule: Regular

Shift: Standard

Employee Status:

Job Type: Full-time

Job Level: Day Job

Travel:

Job Posting: 06.11.2020, 2:31:14 AM

Branch Service Leader

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