Service Delivery Manager

JOB DESCRIPTION:

Objective:

Responsible for daily operations of a full service branch office covering all aspects

viz branch operations, lending, , security and safety in accordance with the Bank's

guidelines.

Activity Sheet: Sales Delivery Manager ( SDM )

Business Group: Retail Banking and Consumer Banking Group

Objective:

Responsible for daily operations of a full service branch office covering all aspects

viz branch operations, lending, security and safety in accordance with the Bank's

guidelines.

1. Review & monitor AOF rejection cases, account closures, overdue FD & FD

maturity data and renewals thereof

2. Scrutinize and verify customer requests, AOFs as per prescribed checklist

before dispatching for processing. Informing customers in case of rejections, if

any.

3. Driving key Setrics by :

Daily checking of common pending folder of the branch and individual

employees to ensure that no customer request is pending with the staff

along with random drawer audits

4. Maintaining lowest levels of wait-time through :

Load balancing among desks

Regular monitoring of pending tokens through Admin login

Analysis to understand employee level productivity & Daily roistering

Leave planning & Training calendar

5. Ensuring adherence to Corporate Attire policy and Grooming guidelines by all

staff members

Principal Accountabilities Compliance & Risk Management :

1. Ensure operations, risk control and process adherence at branches

2. Branch Audit scores

3. SOAX Audit scores

4. Fraud prevention

5. Ops risk monitoring

6. RBI audits, inspections and incognito visitsActivity Sheet: Sales Delivery Manager ( SDM )

Major Activities Compliance & Risk Management

1. Ensuring adherence to prescribed guidelines as per operations manual and e-

circulars issued from time to time

2. Developing a compliance culture through

Awareness programs for branch staff on risk & compliance through

Daily Workplace Meetings and other platforms

Display of mandatory notices at branch

Ensuring dual custody of security items

Day-end checking of high value transactions > INR 2 lakhs and non-

base branch transactions (cash, transfers, RTGS etc)

Ensure customer calling when in doubt to reduce frauds

Safe custody of items like stamps, stickers, keys, note slips etc.

Daily reconciliation, balancing and tallying

Training the branch staff on prevention of fraud and avoiding errors

3. Mitigating risk in office accounts by

Reversing office account entries and IBRs within applicable TAT

Monitoring key office accounts on daily basis

Reconciliation of clearing accounts on daily basis

balance confirmation

Reconciliation of CMS pending cases

4. Timely closure of audit-related matters

Closure of Key Audit Findings of IAD and RRM audit reports within TAT

Acting upon AIRI cases

Co-ordination with CA firms for Concurrent Audit and Auto Verification

5. Checking audit SQLs for re-confirmation and implementing corrective

measures

6. Handling fraud cases

6 hour reporting

Closure of fraud cases in co-ordination with Internal Control Team

7. Physical verification and reconciliation of various inventory items

Security items like cash, DD-PO stationery, foreign currency, keys, gold

coins, welcome kits- Monthly

Deliverables- Monthly

Fixed assets- Quarterly

Keys- Quarterly

Locker keys- Half yearly

8. Filing various returns in time

Monthly returns

Half yearly returns

Quarterly Returns

Mitra Committee reports- daily

TOD, cheques and bills purchased beyond one month, Against Clearing

Debits, Loan Against FD, Loan Against Jewels

QRS returns

FCRA reports

Charge Taking Certificate- as and when required

9. Maintenance and periodic updation of registers

Daily updation (General Visitors Book/ Vault Register cum Jotting Book/

QCD register/ Cheque Book Register/ Gold Register/ Foreign Currency

Register/ PAN updation file/ Security inventory Register (DL)/ Inward

Register)

Branch documents register- As and when required

Key movement register- As and when required

10. Checking various daily reports (Day book/ GL/ Multiple Cash Deposit report/

ISRA- travelers cheques)Activity Sheet: Sales Delivery Manager ( SDM )

11. Forex

Obtaining A1 & A2 returns for all remittances > USD 5000

Ensuring approvals are in place for FCRA account transactions (TASC)

12. Physical custody of keys of

Key-hive

Items covered under Double Lock (DL)

FRFC

Vacant lockers

Boxes containing deliverables

Master locker key

Clearing box

13. Asset servicing- addressing key risk areas

IRs for cash deposited in closed loans

Reconciliation of original documents vis--vis IRs

CRF reconciliation

14. Passing and authorizing various types of vouchers and verification of

transactions Lockers

Checking all forms and ensuring BM authorization

Ensuring lien marking in linked accounts & follow-up on overdue rent

Ensuring that the locker area is vacated and locked at the end of the

day

Interchange of locker keys before re-allotment of a vacant locker

15. Handling legal cases

16. compliance

User Access Review

Walk-through

Testing

Audit

17. Renewal of licenses / registrations under Shop & Establishment Act, Sales Tax/

VAT, Professional Tax, Property Tax etc.,

18. Proper authorization of KYC documents

19. Checking and closing out all outstanding EDD cases ( Anti Money Laundering)

Principal Accountabilities Branch Profitability :

1. Reduce cost of cash holding

2. Optimize big ticket opex items

Major Activities Branch Profitability :

1. Maintain optimal cash holding at branch so as to ensure minimal cost of cash

holding

2. Tracking big ticket opex line items in Branch P&L Rentals, Electricity,

Employees etc and taking corrective action if required

3. Ensure timely recovery of interest and service chargesActivity Sheet: Sales Delivery Manager ( SDM )

1. Monitor housekeeping and security personnel

2. Report issues pertaining to infrastructure and otherwise to INFRA

3. Ensure availability and functioning of adequate infrastructure elements (CCTV/

Fire Alarm/ Burglar Alarm/ Fire Extinguisher/ Fire Fighting Equipment/ Cash

Cabins/ Strong Room/ Defender Safe/ FRFC etc.,)

Principal Accountabilities Capability Building & Manpower Management

:

1. Identify training needs

2. Inculcate self learning culture among employees

Major Activities Capability Building & Manpower Management :

Capability building plan for the branch to improve productivity:

Capability profiling of employees and updation

Identification of functional training needs of each individual

Nominate employees for training programs

Tracking progress through Greening status

Imparting training to the branch staff through knowledge nuggets, daily

Workplace Meetings, Saturday Learning Workshops

Other Responsibilities:

1. Hand over system in time

2. Alert Tech team about slow system performance by raising appropriate

helpdesk call

3. Expenses

Timely payment of bills to all vendors

Stationery indenting and availability

4. Ensure presence of security guards during business hours

5. Onsite ATM maintenance

Ensuring that the onsite ATM area is spic and span

Ensuring display of all mandatory notices, address and contact

numbers of nearest branches and ATMs

6. BCP invoking as an when required

Ensuring availability of fall-back files

Conducting BCP drills

7. Legal cases to be handled

8. Balancing of tallying key official accounts

9. Monitoring of key accounts