Deputy Branch Manager

Job Description

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 client Preferred candidate profile :- Bachelors degree Masters degree is preferred Professional Certifications • AMFI/NCFM/IRDA/JAIIB/CAIIB & such relevant certifications will be an added advantage Certification on quality programs i.e., Six Sigma, ISO, 5S, Kaizen, etc. will be an added advantage Skills Written and spoken English is essential A minimum of 5 years of relevant experience with at least 3 years in a similar role Collaborate with other users