AddressBranch Operations Manager
Org Name : One of the Fast Growing Banks in India
Grade : Manager / Sr Manager / Asst Vice President / Vice President
Job Location : Delhi / NCR
Salary : Best in the Industry
Job Responsibilities :
- To meet & exceed all service & process related parameters as laid down by the Bank.
- To meet & exceed customer expectations with superior customer service.
- To diligently follow guidelines/process notes issued by the bank in respect Branch Operations/teller function/clearing operations as the case may be.
- To be able to successfully probe and understand client needs & requirements in order to be able to effectively cross-sell NBD & 3rd party products of the bank, collection of candid feedback, providing referrals to business etc.
- Responsibility of AOD checking & keeping the Q & D Ratio of the branch within prescribed benchmarks
- Scrutinize Custodianship Management - Overall responsibility of management of Delegation / Conflict of Interest situations
- Cheque Referral Management - Involving the RMs for necessary confirmation & initiate necessary action
- Attend clients inside the branch, answer customer queries, coordinate with back office operations & facilitate their transactions as required to ensure total customer satisfaction
- Escalate any issues/complaints to the business head in a timely manner;
- Ensure comprehensive compliance with all regulatory and statutory requirements as relevant for various product and services;
- Participate / Engage in projects in the areas such as automation, process improvements, cycle time reduction, service delivery, transaction processing, cost reduction
- Guiding customers to the relevant transaction desk during high customer traffic scenarios during branch hours
- Motivate, coach & develop the lobby staff
- Manage transactions of bulk nature (cash & non-cash) to facilitate higher efficiency in customer service in specific situations for specific clients/vendors
- Responsible for effective Queue Management & diversion of transactions to ensure service level TATs are maintained
- Acquire complete knowledge of deliverable management / application forms so that specific clients may be guided up-front for correct action
- Play an active role in new products, processes, systems roll out.
- Ensure that there are Nil write - offs / P & L hits on account of operating errors.
- Ensure that processes laid down are followed in case of contingency.
- Support the BSDL in preparation of any audit related deliverables i.e. internal / external, ISO, Regulatory, Statutory, etc. Attend to any audit findings and resolve them immediately;
- Be aware of ISO 9001:2000 standards & meet/exceed set quality parameters conforming to the standards;
- Maintain personal discipline (timings, attendance, grooming standards etc) in the office;
- Act as an effective back up in the absence of peers handling other processes with in the same team.
Qualifications, Experience & Skills :
Qualifications :
- Graduate/ Post Graduate or CA or MBA from a recognized university.
- AMFI/NCFM/IRDA certifications will be added advantage
Experience :
- Should be an expert in GBO transaction handling, Transaction, Account Opening, Instruction & Deliverable Management processes and TAT management ; Efficient in Customer Service / Complaint Handling & managing ad-hoc situations
- Knowledge of a core banking systems will be an added advantage.
Essential Competencies :
- Excellent communication skills in English & the local language.
- Must be friendly, creative, optimistic by nature & possess a positive attitude.(helps in building a bond with clients & managing under pressure)
- Should have general knowledge/awareness of financial services market.
- Well groomed with a overall pleasing personality
- Must be a quick with high levels of energy & self-motivation.
- Flair for sales & customer service
- Excellent Networking & interpersonal skills
- Must be very critical about - quality- delivery of service & enthused about - Sales thru Service- .
- Should be open to working flexi hours.
Other Skills :
- Fully Conversant with MS Office
- Market knowledge of - Basic Banking
- Has basic functional knowledge of various financial products being sold in a bank.
K Kumar
SR Account Manager
New ERA India Consultancy Pvt Ltd
New Delhi
# 011 - 48888533
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