Branch Service Leader

Yes Bank (Ernakulam, KL, India) 3 days ago

Job Description :
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 Qualifications :

Minimum graduation required

Branch Service Leader

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