Branch Operations Manager - Bank

Branch Operations Manager

Org Name : One of the Fast Growing Banks in India

Grade : Manager / Sr Manager / Asst Vice President / Vice President

Job Location : Delhi / NCR

Salary : Best in the Industry

Job Responsibilities :

- To meet & exceed all service & process related parameters as laid down by the Bank.

- To meet & exceed customer expectations with superior customer service.

- To diligently follow guidelines/process notes issued by the bank in respect branch operations/teller function/clearing operations as the case may be.

- To be able to successfully probe and understand client needs & requirements in order to be able to effectively cross-sell NBD & 3rd party products of the bank, collection of candid feedback, providing referrals to business etc.

- Responsibility of AOD checking & keeping the Q & D Ratio of the branch within prescribed benchmarks

- Scrutinize Custodianship Management - Overall responsibility of management of Delegation / Conflict of Interest situations

- Cheque Referral Management - Involving the RMs for necessary confirmation & initiate necessary action

- Attend clients inside the branch, answer customer queries, coordinate with back office operations & facilitate their transactions as required to ensure total customer satisfaction

- Escalate any issues/complaints to the business head in a timely manner;

- Ensure comprehensive compliance with all regulatory and statutory requirements as relevant for various product and services;

- Participate / Engage in projects in the areas such as automation, process improvements, cycle time reduction, service delivery, transaction processing, cost reduction

- Guiding customers to the relevant transaction desk during high customer traffic scenarios during branch hours

- Motivate, coach & develop the lobby staff

- Manage transactions of bulk nature (cash & non-cash) to facilitate higher efficiency in customer service in specific situations for specific clients/vendors

- Responsible for effective Queue Management & diversion of transactions to ensure service level TATs are maintained

- Acquire complete knowledge of deliverable management / application forms so that specific clients may be guided up-front for correct action

- Play an active role in new products, processes, systems roll out.

- Ensure that there are Nil write - offs / P & L hits on account of operating errors.

- Ensure that processes laid down are followed in case of contingency.

- Support the BSDL in preparation of any audit related deliverables i.e. internal / external, ISO, Regulatory, Statutory, etc. Attend to any audit findings and resolve them immediately;

- Be aware of ISO 9001:2000 standards & meet/exceed set quality parameters conforming to the standards;

- Maintain personal discipline (timings, attendance, grooming standards etc) in the office;

- Act as an effective back up in the absence of peers handling other processes with in the same team.

Qualifications, Experience & Skills :

Qualifications :

- Graduate/ Post Graduate or CA or MBA from a recognized university.

- AMFI/NCFM/IRDA certifications will be added advantage

Experience :

- Should be an expert in GBO transaction handling, Transaction, Account Opening, Instruction & Deliverable Management processes and TAT management ; Efficient in Customer Service / Complaint Handling & managing ad-hoc situations

- Knowledge of a core banking systems will be an added advantage.

Essential Competencies :

- Excellent communication skills in English & the local language.

- Must be friendly, creative, optimistic by nature & possess a positive attitude.(helps in building a bond with clients & managing under pressure)

- Should have general knowledge/awareness of financial services market.

- Well groomed with a overall pleasing personality

- Must be a quick with high levels of energy & self-motivation.

- Flair for sales & customer service

- Excellent Networking & interpersonal skills

- Must be very critical about - quality- delivery of service & enthused about - Sales thru Service- .

- Should be open to working flexi hours.

Other Skills :

- Fully Conversant with MS Office

- Market knowledge of - Basic Banking

- Has basic functional knowledge of various financial products being sold in a bank.

K Kumar
SR Account Manager
New ERA India Consultancy Pvt Ltd
New Delhi
# 011 - 48888533