JOB DESCRIPTION Basic Information Position Title Branch Operations and Service Manager Grade/Level Deputy Manager, Manager, Sr. Manager Vertical Branch Banking Location Bank Branches Business Liabilities Department Liabilities Branch Operations and Services Organizational Relationships Position Reporting to Branch Manager Direct Reports if any Teller supervisor, Customer service desk Qualification CA/MBA/Engineer/Post-Graduate; 1st division in 10th, 12th and Graduation Relevant Experience Branch operations experience of 5-10 years / Local preferred; must shift with full family Stability 3 years in one company ++ <=3 jobs Functional Competencies Operational excellence in Tasks assigned Ability to manage the entire operations and service delivery for a branch and ability to delivery within stringent time and quality commitments. Behavioral Competencies Communicates with Impact. Selling skills, Negotiation Skills. Enhances Customer Experience. Ability to drive, motivate and guide team. Job Responsibilities Financial Responsibilities Assist the Branch Head in attaining/ exceeding the set targets of the Branch. Unusual transactions to be monitored on daily basis and followed up to ensure timely regularization. Management of expenses of branches, ensure branch/ ATM lease deed, agreements (AMCs) and vendor payments are timely executed. Co-owner of Branch budgets through deepening and cross sell though existing customer and generate referrals through walk-ins. Plugging of income leakages and tightly manage all branch cost and continuously find opportunities to reduce cost. Non Financial Responsibilities Assist the Branch Manager in managing and supervising all branch operations and also assist Branch Manager with Sales campaign and promotions. Responsible for overall managing daily operations, cost management, policy control and customer service / complaints management. Educating branch staff regarding development in regulatory and Bank guidelines time to time. Manage all processes such as cash, ATM operations (including offsite ATMs), key movements, lockers ( including Locker keys), security stationery, deliverables, welcome kits, stop payments, Govt. accounts/ business of the Branch as per Bank guidelines. Operations Control and supervision of client accounts, deposits including matured time deposits, closure ( including premature closure) of accounts and control and supervision of internal and office accounts, such as clearing, suspense, receivables, payable, pay orders, DD, deposits placed with external Agencies etc. Regular supervision and Monitoring of critical accounts in the branch, ensuring coordination with account processing centers, clearing units etc. for smooth transactions Act as custodian, manage storage and activity of retrieval of vouchers, generation, checking and preservation of reports and Misc. E-Register and physical registers maintenance. Responsible for managing the premises upkeep, controls, process and expenses done at the branch, ensuring appropriate “ look and feel” of the Branch & On site ATM premises (if any) . Ensure Communication, Implementation and Compliance with the set standards and procedures with respect to clearing, CMS, DP operations etc. Services Reviews various critical management reports and analysis of cost vis-a-vis volumes handled. Carries out on-going review of operational processes and procedures and improvements in the same. Responsible to maintain the desired service standards in the branch. Responsible for customer service and administration of a branch with an end of achieving overall service and quality objectives including customer satisfaction scores. Supervises and coordinates activities of the operations staff at the branch. Responsible for delivery within stringent time and quality commitments. Monitoring service delivery levels and initiate corrective measures and ensuring high service standards throughout the Branch. Monitor customer satisfaction through appropriate mechanism such as customer service meet, feedback etc. and ensure quick resolution of customer complaints. Migration of customer to digital channel from branch banking. Coordinates with the other departments to ensure smooth functioning of the branch. Compliance & Risk Responsibilities MIS – Timely and accurate preparation of all returns both internal and regulatory pertaining to branch and forwarding to competent authorities. Ensuring compliance of KYC & Anti Money Laundering norms, Fraud Controls. Regulatory and statutory compliances (including Regulatory and statutory displays), control on manned and electronic security system. Perform pre-audits to identify & mitigate operational risk and to ensure ongoing adherence with compliance procedures and Ensure to obtain good rating in all audits conducted at the Branch and responsible for auditory compliances. Ensure adherence to internal and external guidelines. Timely reply and rectification of is-regularities pointed out by internal, external, statutory, concurrent auditor, regional operations/ managers etc.
Job : Branch Operations and Service Manager Branch Banking