Retail Branch Banking

Role & responsibilities

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 Banks 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.

Transactions:

• Ensures all the counters are opened and staff is ready to service clients atleast 15 minutes before the customer timings
• Ensures proper scrutiny of all transactional documents submitted by the customer vis--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
• Rolls out new products, processes or systems that may impact clients
• 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 effectively
• 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

Others:

• 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.

Preferred candidate profile:

Require 2 years of experience in retail branch banking.

Interested candidates can share their cv on