Associate Relationship Manager-2400004304

Role Responsibilities 

• Approve daily transactions for selected products as applicable (e.g. traveler’s cheques, cashier’s orders, currency exchange, merchant services, safe boxes) as well as transactions exceeding specified teller limits
• Manage Service Delivery – observe queue time and length; take action as needed to capacitize serving counters and/or managing customer traffic. Ensure that branch premises are maintained to the specified standard. Manage or recommend workflow changes for greater efficiency, improve turn around time
• Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
• General Reconciliation and Compliance Activities (may be individually assigned) which may typically include:
  
  • Dual control of Cash functions
  • Control of Security stationary, deliverables
  • Review of processing entries and vouchers
  • Follow-up with customers for returned deliverables as applicable (eg. cheque-books/ cards/ Pins/ Combi packs, etc)
  • Review of reconciliation proofs for daily control as well as surprise audit proofing
  • Preparation of service quality and productivity management reports and other regulatory returns
  • Rectification of internal control issues
• Ensure satisfactory ratings in all internal/external audits conducted at the branch
• Ensure compliance to all Operations health documents like KCD/KRI/OPS manual, process notes and circulars issued from time to time. Perform regular KCS checks mandated. Mandatory reporting of KRIs and teller productivity
• Ensure timely and accurate  submission of all returns both internal and statutory for sales and service
• Ensure a proper control of Keys, combination settings and passwords that protect cash & valuables.
• Ensure accurate and timely processing of all customer instructions as per applicable processes/ circulars
• Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD and Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported as per guidelines
• Staff Supervision, Coaching and Training: daily organization of workflow/ breaks and staff levels and coaching/ training where necessary for improved performance
• Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff
• Achieve high employee engagement and satisfaction. Ensure optimum teller productivity
• Contribute to branch performance through referrals, efficient customer service, effective operations controls 
• Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
• He/She is aware of bank’s Mis-selling & Sales Policies and ensure adherence all the times.
• Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance
• Responsible for health and safety for all. As part of the Health and Safety guidelines you should:
  
  • Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; Co-operate with Management to support and promote Health and safety in the workplace;
  • Ensure that your actions do not put others at risk; Work in a healthy and safe manner;
  • Encourage others to work in a healthy and safe manner;
  • Report all accidents and incidents and bring to the attention of the management any hazard in the workplace
• As a manager you are also responsible for the health and safety aspects within your area of control. You need to ensure that:
  
  • Your employees are adequately trained and supervised to perform their tasks in a safe manner and are free to raise any Health and safety issues and these issues are addressed appropriately.
  • The contractors working in your area or for you are working in a safe & healthy manner.
• Ownership of the Archival portfolio for the branch. Liaising with the external vendors and ensuring archival and retrieval is carried out in a manner as stated in the policy document without exception.
• Maintain MIS with regard to documents archived with due acknowledgement from the vendor for each of the file

Our Ideal Candidate

• Graduate/ Post Graduate
• Anywhere between  4-8 years of overall experience
• Banking knowledge, understanding of front and back office processes and procedures
• Good Interpersonal Skills
• Strong Communication Skills
• Team-playing ability
• Customer Orientation and sales Focus

Role Specific Competencies

• Diligent & Punctual
• Banking Knowledge