The role holder is responsible for ensuring high levels of service quality for the branch. The incumbent must possess strong knowledge of banking operations, processes and regulatory guidelines. The role holder must hold previous experience of leading teams to achieve organizational goals.
Account Opening & Maintenance:
Monitors the processes for account opening, account maintenance & account closure related formalities as per YBL process
Handles customers’ enquiries and instructions, whilst ensuring that the Bank’s delivery standards are met in achieving total customer satisfaction. e.g. timely checking of account opening documentation, opening of Accounts etc.
Ensures adherence to process & documentation standards (e.g.,forms/checklists, welcome calling, approvals, etc.)
Ensures pro-active & sustained liaison with NOC, Product, Sales RM, etc. where required
Maintains strict vigilance on the quality of forms and documentation provided
Ensures timely follow up with Sales RMs of all BUs for resolution of any outstanding deferrals.
Ensures all the counters are opened and staff is ready to service client’s atleast 15 minutes before the customer timings
Ensures proper scrutiny of all transactional documents submitted by the customer vis-à-vis branch checklist to ensure all that all necessary documents are submitted by the customer
Supports the Business Managers/Business Heads/Financial control team in preparation of any audit related deliverables i.e. internal /external concerning a transaction executed for a corporate client.
Addresses all transaction related enquiries i.e. pre, during & post transaction processing & escalations Ensure strong monitoring of all transactions in the branch & maintain accurate / strong MIS for the branch. The same may be needed by the bank for overall management of branch processes & business planning
Ensures frequent monitoring of all over-aged cases (deferrals, pending items, etc.) & appropriate escalation of the same in a timely & balanced manner to the senior management
Ensures that knowledge, skills & capabilities are built across entire team of BSPs, so as to have internal backups to ensure that work is not hampered in by absenteeism or resignations
Service & Quality:
Ensures that all people, process, data & systems in the branch are well attended to deliver consistent & superior levels of service to all customers.
Reviews data pertaining to customer queries and complaints analyses to achieve greater process efficiency
Reviews daily / weekly monitoring & analyses of various data points & reports submitted that have bearing on Customer Service & process adherence and present the findings to Branch Leadership
Conducts monthly “Branch Service Committee” meetings are held on 07th of each month
Audit & Compliance :
Supports & Handles Branch Audits by Internal, External, Concurrent, Statutory & RBI auditors effevtively
Implements process, policies as per guidelines & audit rating of the branch
Ensures comprehensive compliance with all internal, regulatory and statutory requirements as relevant for various product and services from a branch perspective
Attends to any audit findings and resolves them immediately;
Ensures DCFC checklist is checked thoroughly and signed off on daily basis
conducts self-audits in the branch (e.g., weekly sweep audit, etc.) and brings any anomalies to the notice of senior management along with mitigating steps initiated
Sensitizes each BSD team member on adherence of process & policies
Ensures timely escalation of issues that is impacting business and possible solutions to address the concerns to the BSDL.
Manages Local Vendors /agency relationships to ensure smooth execution of transaction
Leads Branch upkeep & maintenance and control over the cost
Provides Support for conducting monthly CSR events at the branch.
Monitors and enables the achievement of goals and key performance indicators for direct reports and ensures effective implementation of the performance management process in the section.
Develops talent within the team by providing guidance, ongoing feedback, coaching and development opportunities to individuals to enable achievement of the defined goals.
Risk control compliance
Follows risk policy and processes to mitigate the operational, regulatory, financial, informational, reputational and audit risks as instructed by the departmental manager.
Executes the established internal control systems and compiles relevant information for departmental audits, as necessary.
Bachelor’s degree in any discipline
AMFI/NCFM/IRDA certifications will be an added advantage
Minimum of 6-5 years of relevant experience with at least 2-3 years in a similar role
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