Cluster Head Branch Banking-Bheemavaram

Role & responsibilities

Cluster Head Branch Banking

SECTION ROLE SUMMARY

The role holder is responsible for ensuring high levels of service quality across all branches in the cluster. The incumbent must possess strong knowledge of banking operations, processes and regulatory guidelines. The role holder must hold previous experience of leading large teams to achieve organizational goals.

KEY RESPONSIBILITIES/ ACCOUNTABILITIES

Service & Quality

• Oversees day to day smooth & error free functioning of the functions / duties associated with in all cluster Branch Operations - Customer Service, Operations Risk management and Audit / Compliance & Control framework for the respective Cluster Branches.
• Serves as the Single Point of Contact for Cluster functions that require implementation of initiatives at region wise branches; for Cluster functions seeking feedback, MIS, etc from the respective branches.
• Ensures that all expectations that clients & colleagues have from the BSD team is delivered in a timely, accurate & reliable manner.
• Manages customer escalations, customer grievance redressal, complaint management and response.
• Ensures that all people, process, data & systems in the branch are well attuned to deliver consistent & superior levels of service to all customers.
• Ensures that adequate records & data pertaining to customer queries and complaints is maintained & analyzed for achieving greater process efficiency.
• Ensures daily / weekly monitoring & analyses of various data points & reports that have bearing on Customer Service & process adherence.
• Promotes new products, processes or systems roll out impacting the clients actively
• Coordinates with relationship managers and meet / interact with key clients on a periodic basis to take stock of service levels and customer satisfaction. Also collates their feedback & suggestions
• Ensures implementation of all customer service initiatives rolled out from HO, such as collecting feedback through Yes For You forms etc. Also suggest customer service measures for branches
• Leads Monthly Branch Service Committee meetings that involves selected critical customers invited in the branch whose feedback is solicited to improve service quality levels
• Implements 5S, ISO 9001:2000, Six Sigma standards & meets/exceeds set quality parameters conforming to the standards.

Liabilities & Investment Management Process - Account Opening & Maintenance for Corporate Relationships:

• Ensures compliance with KYC requirements.
• Ensures timely delivery of customers enquiries and instructions, whilst ensuring that the Banks delivery standards in achieving total customer satisfaction are met 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, CBLs etc. where required.
• Ensures timely follow up with Sales RMs / CBLs for resolution of any outstanding deferrals.

Audit & Compliance:

• Supports Branch Audits by Internal, External, Concurrent, and Statutory & RBI auditors
• 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;
• Ensures that audit findings are resolved within the specified TATs
• Ensures DCFC checklist is checked thoroughly and signed off on daily basis.
• Conducts self-audits in the branch (e.g., Monthly sweep audit, etc.) ensures any anomalies are brought to the notice of senior management along with mitigating steps initiated
• Sensitizes each BSDL/BSD member on adherence of process & policies.

Ops Risk Management & Fraud management

• Ensures continuous monitoring of key risk indicators for branches, and implement control measures
• Supports implementation of all initiatives initiated by HO towards overall Operations risk management and Fraud Prevention & control
• Mentors & trains BSD team, towards Ops Risk Management & fraud prevention and control
• Reports all Ops Risk related issues & Loss data to the HO
• Monitors and tests the control measures implemented in the BSD function towards Ops Risk Management & Fraud Management

Others:

• Ensures timely escalation of issues that is impacting business and possible solutions to address the concerns to the RMs, TLs, & CBLs.
• Manages Local Vendors /agency relationships to ensure smooth execution of transaction
• Drives Overall cost & expense management initiatives across branches.

People Management

• 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 and Internal Control Responsibilities

• Implements the risk policies and processes (operational, regulatory, financial, informational, reputational and audit risks), ensuring that that these meet regulatory and internal requirements.
• Implements the internal control systems in the department and participates in the departmental audits.
• Implements practices to bridge gaps identified during departmental audits.