Cluster Manager/Area Manager - Branch Operations & Control - Banking

Cluster Manager/Area Manager-Branch Operations & Control (Banking Candidates Only)

- Our Client's business is primarily based on the joint liability group lending model for providing collateral free, small ticket-size loans to economically active poor women. Our Client also offers individual loans to Micro & Small Enterprises ("MSEs"). Our client has adopted an integrated approach to lending, which combines a high customer touch-point typical of micro-finance, with the technology infrastructure and related back-end support functions similar to that of a retail bank.

Job Summary :

- Oversee branch operations and ensure regulatory and process compliance of the cluster

- Accountable for day to day operational and administrative activities in the branches which include coordination with IT, infrastructure, security, secured stationary (operations), unsecured stationary (Admin) and housekeeping

- Monitor performance of branch operations

- Provide guidance and regular updates on operations related topics

- Accountable for coordination of audits and closure of audit findings within timelines

Primary Responsibilities :

Business :

- Accountable for overall control of branch operations and administration

- Ensure adherence to operations budgets for the cluster

- Variances against budgets should be reported on a periodic basis to the Regional Manager - Branch Operations

- Ensure product awareness among operations team to enable them to handle a walk in customer

- Guide operations team to cross-sell Bank's products to walk-in customers

Customer :

- Ensure branch team treat customers in a courteous manner

- Ensure branch team assist/educate customers to use ATMs and other channels

- Ensure TAT adherence for all branches transactions, grievance redressal and customer queries

Internal Process :

- Accountable for back end operations of the cluster

- Adherence to TAT and SLAs for all operations activities

- Accountable for accurate cash management and tallying of accounts in the system with the help of tellers and assistant branch managers; ensure compliance of end of day branches reconciliation

- Oversee maintenance of overall branches ambience/infrastructure as per HO / RO guidelines

- Oversee branches administration activities including coordination with IT, infrastructure, security, secured stationary (operations), unsecured stationary (Admin) and housekeeping

- Oversee ATM operations, cash loading into on-site ATMs and escalate to Regional ATM executives/Vendors for ATM downtime at respective cluster

- Ensure process level compliance through accurate document collection from customers and adherence to RBI regulations around KYC, AML, operational risk, customer service, etc. for branch operations

- Monitor 100% regulatory and process compliance reporting of branches in his/her cluster

- Review the ORM report from branches on branch level compliance

- Collate branch level risk and compliance reporting for cluster and report to Regional - ORM & Compliance manager as per timelines

- Process level Gaps/Issues/Audit findings - Accountable for the timely follow-up and closure of issues raised in Audit and design action plan for minimizing similar lapses

Learning & Performance :

- Train the branch operations team on new processes/systems for account opening, cash transactions etc., other operational procedures, cash management, guidelines related to systems and processes and create an environment of continuous learning and improvement

- Develop an action plan/ improvement program for identified low performance branches to ensure higher process compliance

- Schedule training programme for operations functions of low performance branches

- Ensure that the Branch Operations team maintain the highest standards of professional conduct, ethics, integrity, and control in execution of all their daily operations

- Manage the team; including target setting and monitoring performance against the defined goals/ metrics and take corrective action wherever required

- Ensure adherence to training man-days/ mandatory training programs for self and reportees

Ensure, midyear -review and annual appraisal process is completed within timelines for self and reportees.

Requirements :

- Graduate in Commerce/Business/Economics or related subjects with good analytical skills and experience in banking operations

- Post-graduate qualification is preferred.

- 5-7 years of experience in banking; with at least 2-3 years of experience in Branch Banking operations

- Knowledge of banking business & operations

- Ability to focus on operational efficiency

- Knowledge of transaction monitoring and reconciliation

- Knowledge of compliance requirements

- Technology understanding

Regional Manager - Branch Operations :

Job Summary :

- Establish and continuously improve processes and SLAs across the branch operations ensuring alignment with the corporate strategy, policies, internal controls and standards

- Implement and Monitor branch operations strategy for the region:

- Ensure 100% regulatory and process compliance at branches for the region

- Monitor branches operations team's performance

- Provide guidance for process improvement and communicate updates on new processes/system

Business :

- Implement approved operations policies and processes;

- Recommend Process improvements

- Development of branch operations budget for the region

- Variances against budget should be reported to Head-Operations on a periodic basis

- Accountable for overall control of branch operations and administration

- Coordinate with regional heads across functions to resolve critical issues and process improvements

Customer :

- Analyze C-Sat scores at the regions periodically and identify the related process bottlenecks

- Recommend changes in processes in consultation with Head - Operations

- Train branch operations- team on efficient and courteous customer service

- Analyze channel usage data and provide valuable inputs to stake holders for optimum usage

- Ensure adherence to TAT for all branches transaction, grievance redressal and customer queries

Internal Process :

- Oversee management and tallying of GL accounts in the system;

- Ensure end of day reconciliation for branches for the region

- Ensure compliance on KYC, AML and Regulatory related compliance

- Ensure adherence to timelines for branch level risk and compliance reporting across all branches in respective region

- Process level Gaps/Issues/Audit findings - Accountable for the timely follow-up and closure of issues raised in Audit and design action plan for minimizing similar lapses

- Resolve escalations pertaining to ATM downtime; cash reconciliation and customer grievances

- Regular review of existing process to suggest changes to enhance customer experience at Branch

- Closely work with Regional Operations Manager to ensure delivery within SLA

- Liaison with regional heads for resolving escalations and thus ensure seamless branch operations

- Coordinate with regional heads of support functions on escalated issues from branch

Learning & Performance :

- Guide/train the team on Process, Compliance and Update on Changes

- Develop an action plan for low performance branches to ensure higher process compliance

- Ensure that the Branch Operations team maintain the highest standards of professional conduct, ethics, integrity, and control in execution of all their daily operations

- Ensure adherence to training man-days/ mandatory training programs and recommend identify new areas for training & development for self and team

- Ensure goal-setting, midyear -review and annual appraisal process happens within specified timelines for self and reportees

Role Requirements :

- Graduate in Commerce/Business/Economics or related subjects with good analytical skills and experience in banking operations

- Post-graduate qualification is preferred.

- 8-10 years of experience in back office banking operations including at least 3 years in position of progressively increasing managerial responsibilities.Certification in business process management or quality standards is preferred

Please apply in your CV along with following details :

Total Experience :

Current CTC :

Expected CTC:

Notice Period :

Ananya K
9167788680 /+91-22-25476846