IndusInd Bank - Manager/Assistant Vice President - CCS - CGMO Branch - WalkIn

WalkIn Details :

Venue : IndusInd Bank - 3rd Floor, Sewa Towers, Block- C,Plot No-19, Near Maruti Industrial Complex,Sector - 18, Gurgaon, Haryana - 122005

Timings : 10:30 am-3:00pm

Job title : Manager - CCS (CGMO-Branch)

Grade : Manager/AVP

Overall Job Description :

- This is a Team Leader role and the incumbent should have handled team as team leader/manager.

- Incumbent should have prior experience of minimum 4-5 years in similar role

- Front office handling of both Trade Finance operations as well as General Banking operations for Corporate customers.

- Incumbent should be having good communication skills, both written and oral

- Should be pro-active and should be a quick learner

- Should have worked in a high volume branch/center and should be well-versed to handle pressure situations

- Should have very good stakeholder management skills

- Should be customer-focused and at the same time follower of internal and external guidelines and processes completely without deviations

- Should be well versed with complete knowledge of MS Office and should have worked with Finacle and other basic banking systems used by banks for Customer accounts and transactions

Ensuring BAU :

- Ensure delivery of Service in line with business expectations.

- Support publication of TAT for process.

- Ensure to deliver within TAT and have minimal customer complaints.

- NIL tolerance for errors.

- Reduce deviations and exceptions through process improvements / automation

- Ensure no income leakage.

- Take end to end ownership of all processes under the Unit and ensure all changes as agreed are embedded across the teams.

- Prompt escalation of all incidents, complaints, system outages, significant errors, customer complaints and people issues.

- Increase productivity by min 15% (or reduce cost accordingly) and efficiency with given resources and within TAT.

- Ensure strict adherence to delegated powers and to laid down processes

- Ensure inward & outward handoff of docs with time & further handoff to ops with time after inputting in relevant register or system by team.

- Monitor deviations through trackers for closure - 100% updation of all cases to be done by team and monitored to closure within timelines

- Ensure tracking for pending docs at day end, subsequent handoff to ops & processing within TAT on immediately preceding next working day.

- Effective handling of transaction investigations.

- Complete route cause analysis for all errors, to make the underlying process more robust. Further prepare Training & self-reviewing scope of such activities periodically so that such errors are not repeated in future.

- Frequent reiterations for existing processes & amendments / changes in regulatory framework so that Customer facing team in branches don't miss out on key processes.

- Mentoring new joinees to get them accustomed to systems, people & processes.

- Leave management & rooster planning to avoid unplanned leaves.

- Ensuring prompt escalation / handling of all pendency's to all internal stakeholders & working closely with Branch ops & Back office / other internal teams to clear off the pendency's within 24 hours.

- Frequent job rotations to create backup & train people for all products.

- Measurement of service quality levels, develop action plans based results and execute improvements.

- Work towards being a Metrics driven culture

- Update Huddle boards when required

Daily servicing :

- Maintain / Manage / close all requests / complaints on Talisma system: 100% of items which are beyond lobby / branch premises - need to be logged for resolution.

- Ensure that Trade works to be used effectively for routing of all Trade and Fx transactions

- Account Servicing / maintenance, Account opening and fixed deposits etc. Ensure end to end coordination and minimal complaints

- Ensure smooth Account Opening for all Corporate clients at the domiciled branches and help in coordinating with other branches where required.

- Review of Corporate's Hold MIS for Account opening and proactively facilitate resolution

Service Standard :

- Items outstanding beyond agreed TAT/SLA should not be more than 5%. Items will include those originating from RM channel, direct from customer, or originating from Ops desk for resolution / delivery.

- Migrating Customers to Direct Banking Channels

- Ensure Conversion of 20% accounts for online Banking per month for Metro Branches and 10% for Non-metro Branches; that will help in reducing daily touch points with RM and Customer facing teams as well.

- Seek help of the TB/ CMS team in doing the setup and documentation.

- In case of a contingency, ensuring that Customer servicing team engage with the clients to route their transactions through alternate channels.

- CMS Servicing to be taken over and query handling as per the servicing model to be streamlined at Customer servicing Locations

- Customer servicing checklist to be obtained and reviewed during handover

- Usage and awareness of the Corporate Service Delivery team need to be enhanced by ensuring the key objective of routine handling is met

Maintain Stakeholder Relationships and Client Satisfaction :

- Maintain a good engagement with internal and external customers.

- Take active and ongoing feedback from the stakeholders & ensure no open items with business.

- To achieve Internal Customer Satisfaction > as defined / agreed and support actions out of the satisfaction survey.

- Conducting 1 Service review meeting per Corporate Services staff per month in their zone with respective Corporate verticals

- Conduct Service review meetings with Top 20 Clients (Across all segments of Corporate verticals) in a Metro location per Quarter

- Track all complaints on the complaint management and risk portal on a real time basis

- Engage with the RMs of the region irrespective of the branch in which account is domiciled.

- Accurate and timely MIS to all stakeholders

PROJECT MANAGEMENT :

- Ensure all projects being assigned are delivered timely and as per requirement

RISK, COMPLIANCE & CONTROL :

- Risk - Policy & Culture

- Ensure that 100% Regulatory, Compliance and Control Requirements are met.

- Maintain Daily Control Checklists.

- Ensuring good housekeeping in all the branches.

- Proactively look at risks and build a risk culture.

- Prompt escalation of all incidents, complaints, system outages, significant errors, customer complaints and people issues.

- Embed a risk culture by leading from the front - NIL tolerance for errors, Customer complaints.

- No repeat comments from Audits and Inspections

- Ensure that the unit minimizes the number of Audit issues

- Ensure minimal operational losses. All Operational Losses to be booked in line with process and a route cause analysis done.

- Support Process Risk Review for process for all processes.

- Ensure 100% adherence to internal circulars & laid down processes

- 100% tracking for originals & handover to Ops for filing

Continuous Improvement Culture :

- Actively support the building and rolling out of a continuous improvement framework in business unit

- Focus on Simplification, Standardisation & Optimisation of processes

- Complete Process reviews of the processes and ensuring that required changes are done by taking them forward with relevant teams as per organizational processes and setup

- Proactively identify and execute end to end process improvement opportunities

- Take ownership of Process Improvement & Change management

- Analyse and come up with productivity benchmarks and look for ways to improve

- Pro-actively Support business growth, New Products and Manage change programs

- To contribute towards effective execution of Change activities across business unit

- To contribute towards effective execution of all existing and proposed system upgrades

- Strive to be a true facilitator for all business segments and spread the spirit of I Solve

- Ensure thorough engagement and understanding of the business growth plans.

- Support new Branch / Product rollouts

- Support Implementation of 5S (in case it is not already implemented)

- Sustain 5S implementation and ensure successful audit of atleast 90 % conformance

- Implement at least 1 project and participate in at least 1 other change / value creation initiative on focus areas of the unit.

Preferred Education and Work Experience Requirements :

EDUCATION (Under-Graduates are not permitted) : Minimum Graduate

WORK EXPERIENCE (include tenure also along with experience) : Minimum 4-5 years in similar role

Any other specific requirements (shift timings, special skills set, specific certification completion, location etc.) :

- Location will be Barakhamba but can be changed as per the organizational requirements for short-term or long-term basis

- This role is to be mapped under Cost Code 2003 of CGMO

Desired Behavioral / Functional Traits :

A. Behavioral Traits (Examples) :

- Self Driven

- Multi - tasking

- Leadership and Team handling skills

- Above average communication skills

B. Functional Traits:(Examples) :

- HR Knowledge would be preferred