Service Manager

The Service Manager - DBU in the Retail Liabilities department of Branch Banking at DBU Units will be responsible for providing assistance to customers through digital modes/channels in a paperless, efficient, safe, and secured environment. This includes assisting existing customers of banks and onboarding new customers on the digital journey for liabilities and asset products to enhance Digital Financial Inclusion. The role also involves ensuring the overall day-to-day operations of the Unit, tracking and monitoring the services offered, and maintaining regulatory compliance. Additionally, the Service Manager will impart training, conduct workshops for driving digital initiatives, liaise with regulators for preparing and publishing the scorecard of the unit, create standard operating procedures (SOP) for expected services, publish Cyber Security incidents, share DBU performance with the Bank's Board, and conduct customer grievance redressal procedures on digital frauds and cyber security awareness. Key Success Metrics for the role include ensuring maximum customers avail the facilities offered at the digital banking unit, maintaining regulatory compliance, and monitoring the number of account openings, financial, and non-financial transactions processed at the Unit.,