Branch Service Leader

Job Description

Branch Service Leader - ( SER0001R8 )DescriptionStrives To meet & exceed all service & process related parameters as laid down by the Bank. follows guidelines/process notes issued by the bank in respect branch operations/teller function/clearing operations diligently Completes AOD checking & keeping the Q & D Ratio of the branch within prescribed benchmarks Undertakes Cheque Referral Management Co-ordinates with the RMs for necessary confirmation & initiate necessary action Ensures comprehensive compliance with all regulatory and statutory requirements as relevant for various product and services; Manages transactions of bulk nature (cash & non-cash) to facilitate higher efficiency in customer service in specific situations for specific clients/vendors Undertakes effective Queue Management & diversion of transactions to ensure service level TATs are maintained Ensures that processes laid down are followed in case of contingency. Supports 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;Customer Service Analyzes and understands 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. Guides customers to the relevant transaction desk during high customer traffic scenarios during branch hoursConfidential Page 98 of 130 Attends clients inside the branch, answer customer queries, coordinate with back office operations & facilitate their transactions as required to ensure total customer satisfaction Acquires complete knowledge of deliverable management / application forms so that specific clients may be guided up-front for correct actionOthers Escalates any issues/complaints to the business head in a timely manner; Participates in projects in the areas such as automation, process improvements, cycle time reduction, service delivery, transaction processing, cost reduction Plays an active role in new products, processes, systems roll out. Ensures that there are Nil write offs / P & L hits on account of operating errors. Maintains personal discipline (timings, attendance, grooming standards etc) in the office; Acts as an effective back up in the absence of peers handling other processes with in the same team. Self-Management Responsibilities Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are monitored and achieved during the course of the year. Takes ownership of his/her own learning agenda by identifying development needs in consultation with the reporting manager and working towards bridging the gaps through various means which go beyond just training. Understands the competencies relevant to his/her role, and works towards displaying as well as developing these effectively. Keeps abreast of relevant professional/industry developments, new techniques and current issues through continued education and professional networks. Risk and Internal Control Responsibilities 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. SECTION IV: KEY INTERACTIONS Key Internal Interactions Purpose of InteractionNOC Follow up for closure of account processingOSD Follow up for closure of transactions Key External Interactions Purpose of InteractionExisting CustomersEngage and address requirements of Key YBL AccountholdersProspective YBL Customers Present the organizationQualificationsMinimum Qualifications Bachelors degree Masters degree is preferred Professional Certifications AMFI/NCFM/IRDA certifications will be added advantage Language Skills Written and spoken English is essential EXPERIENCE Years of ExperienceA minimum of 5 years of relevant experience with at least 3 years in a similar role Nature of Experience Prior experience in BFSI SectorPrimary Location : India-Uttar Pradesh-SaharanpurWork Locations : SaharanpurGround Floor Banka Complex 2 B/28 Mission Compound PO Saharanpur ( UP) PIN 247001 Ground Floor Banka Complex 2 B/28 Mission Compound PO Saharanpur ( UP) PIN 247001SAHARANPUR 247001

Keyskills :
osdisoactioncycle time reductioncost reduction