Branch Operations and Service Manager Branch Banking

• Manage overall branch operations and ensure timely, high-quality service delivery.

Primary Responsibilities:

• Assist Branch Head in achieving branch targets and driving sales campaigns.
• Monitor unusual transactions daily and ensure timely resolution.
• Identify and plug income leakages; manage branch costs efficiently.
• Oversee all branch operations including cash, ATM (onsite/offsite), key movement, lockers, and stationery.
• Supervise client and internal accounts, including deposits, closures, suspense, payables/receivables, DDs, and POs.
• Monitor critical accounts; coordinate with processing centers and clearing units for smooth operations.
• Act as custodian for vouchers, reports, registers, and ensure proper records management.
• Maintain branch premises, manage vendor payments, AMC contracts, and ensure timely renewals.
• Ensure compliance with operational standards in areas like Clearing, CMS, and DP operations.
• Review operational reports and drive process improvements regularly.

Additional Responsibilities:

• Ensure high service standards and achieve branch service and quality targets.
• Oversee branch administration and supervise operations staff for timely, quality delivery.
• Monitor service levels and take corrective actions to maintain customer satisfaction.
• Address customer complaints promptly and conduct service meets/feedback reviews.
• Drive migration of customers to digital channels.
• Coordinate with internal departments to ensure seamless branch operations.
• Support branch budget goals through deepening, cross-selling, and walk-in referrals.

Required work experience

• Industry: BFSI/Telecom/Any Industry
• Role: Executive/Officer

Key Performance Indicators: Customer Satisfaction Score (CSAT), Complaint Resolution TAT, Service Audit Score, Transaction Accuracy Rate, ATM/Cash Reconciliation Timeliness, Cost Control vs. Budget, Regulatory Audit Compliance, Digital Channel Migration Rate, Cross-sell / Referral Targets, Staff Training Productivity

Required Competencies: 1. Strong analytical and problem-solving skills2. Excellent written and verbal communication3. Effective people management and team leadership4. Attention to detail and ability to identify early warning signals5.Hardworking, detail-oriented, and focused on integrity6. Growth-driven with industry awareness7. Customer-focused with a commitment to teamwork8. Ability to nurture talent and foster development

Required Knowledge: 1.Strong understanding of banking operations, compliance, and regulatory guidelines.2.Knowledge of KYC, AML, audit processes, and risk management.3.Familiarity with branch banking products, customer service standards, and digital banking.4.Proficiency in MIS reporting and operational process controls.5.Awareness of cost control, branch administration, and vendor management.

Required Skills: 1. Professional Communication - Regional language proficiency, verbal and written fluency, soft-spoken2. Relationship Management - Client-Centric Approach, respectful3. Business tact Negotiations - resolving Conflict

Required abilities

• Physical: 1. Physical fitness2. Mental agility3. Ability to do extensive work4. Ability to handle work pressure and demanding clients
• Other: NA

Work Environment Details: 90% - Office, 10% - Field

Other details

• Time Constraints: Flexibile workhours as per business requirement

Compliance Related:

• Timely and accurate submission of internal and regulatory MIS/returns.
• Ensure full compliance with KYC, AML norms, and fraud control measures.
• Adhere to all regulatory/statutory guidelines and manage security systems (manual electronic).
• Conduct pre-audits to mitigate operational risks and ensure compliance readiness.
• Achieve good audit ratings and ensure closure of audit observations on time.
• Timely response and rectification of irregularities pointed out by auditors and operations teams.