HDFC Bank - Branch Operations Manager/Branch Manager - Retail Banking

Job Purpose :

- To monitor and supervise all the operational activities of branch on daily basis and ensure satisfactory audit ratings for the branch.

- To ensure error free operations at branch.

- Maintain lobby and ensure all customers are attended.

- Lead management, all the leads entered in CRM and the same has attended properly.

- To ensure the branch customers are adequately serviced and appropriate products sold to them in a customer friendly environment that in turn ensures the branch attains profitability on all parameters with superior customer service and superior cross sell of products

Job Responsibilities(JR) : 6 - 8 Areas Actionable (4-6)

Customer Services:

- Lobby Management at branch

- Ensure quality customer services are provided at branch

- Handling Customer Complaints

- Manage irate customers if required or escalated

- Recording complaints as per the specified process

- Resolving all complaints received (self, branch, other units) within the stipulated TAT's

- Monitor all complaints received and ensure that staff are closing it within TAT

- Monitoring Welcome desk for overcrowding

Branch Operations:

- Reviewing E call back report

- Review of ST 044 report

- Review of CH 106 Report Checking

- Monitoring Key register / Password Handover and Takeover at branch

- Monitoring of Tatkal kits issued at branch.

- Monthly verification of gold packets for Gold Loan.

- Approval for processing of Funds Transfer / issuance of Cash Withdrawal Slip in absence of cheque

- Monitoring Sign in / Sign out report on daily basis

- Surprise verification of Bulk Stock held at branch / Deliverables held at branch

- Fortnightly surprise verification of branch ATMs.

- Monitoring utility bill payments for the branch.

- Monitor and update 1 Core transaction in portal.

- Tallying and monitoring of suspense account at branch on daily basis

- Monitoring activation of dormant account for branch as per process.

- Monitoring account closures

- Monitoring Stop payments and Hotlisting reports

- Monitoring dummy accounts of branch

- Monitoring of pending register and instructions at branch.

- Sending monthly reports to Zonal office

- Monitoring Blocked accounts at branch

- Monitoring activation of dormant account

- Monthly Locker reconciliation basis BA 126 report

- Maintaining the branch Locker Key

- Confirming the cash deposit stamp to be used by the branch teller on daily basis

- Approval for all retrievals / sending documents to records management vendor.

- Promoting all direct banking channels and ensuring that the customer is utilizing the same

- Maintain the Circular File of the Branch- Downloading of circulars to all staff

- ATM upkeep/ maintenance - ensure as per HDFC standards

- Daily Reports / checking & ensure proper filing done

- All reporting is done on time to the cluster coordinator.- BOM to be responsible

- Ensure smooth functioning of all teller counters

- Ensure that printers/ faxes/Xerox machine / note counting machine - fix accountability for each

- To ensure all mandatory posters are displayed at all times.

- Review of all mandatory reports at branch

- Checking of Account opening forms at branch

- Monitoring of late sitting and Batch closure as per banks time lines. Monitoring LTR & Welcome calling Review Report in place on daily basis

- Effective migration of portfolio customers from physical mode to Digital Platform.

- Ensure all legal and regulatory letters responded on time.

- Surprise verification of all operational area

- To ensure migration of physical transactions both financial and non financial to digital

- To ensure that all process lapses and critical lapses observed in previous audit are adhered and no repeat comments

- Follow up with customers for compliance of Regulatory requirements

- Form 60/61

- FATCA / CRS

- Re-Kyc documents.

- Branch Efficiency

- Monitoring Hygiene parameters for the branch

- SA/CAActivation

- SA/CA Depletion

- AOF FTNR

- FTNR of Customer instructions

- Demat FTNR

- Credit Card Activation

- Demat Activation

- Ensure Improvement in Band 1and 2 customers

- Updation of UAS Alerts under BOM.

- Digitization - To ensure migration of physical transactions both financial and non-financial to digital

- DAP Migration of Leads

- Marketing Activities

- Ensure that the branch have banners, collaterals, pamphlets as per the merchandising manual

- Ensure that 5-S norms are adhered to for all workstation including self

- Branch Administration including housekeeping, upkeep, etc

Educational Qualifications Key Skills - Graduation, Post-Graduation:

Certifications:

- AMFI Certification(Optional)

- IRDA Certification((Optional)

- NCFM Certification (Optional)

- CAIIB (Optional)

- Internal Certification (NR Modules)

- Sales and Influencing Skills

- Banking Product & Process Knowledge

- NRI Product and Regulatory Knowledge

- Planning and Organizing Skills

- Communication

- Knowledge of Competition & Current trends in financial Industry.

Experience Required:

- Minimum experience in years - 5yr

- Exposure to banking preferable

Major Stakeholders(intra team and cross functional stakeholders, who would need to be interacted with for discharging duties)

- Customers

- Branch Banking Team

- Operations

- Product Teams

- Insurance CAM

- MF Fund houses personnel

- Third Party Product

- Operations