Branch Operation Manager

Job Description

1. POSITIONDESCRIPTION

JOBTITLE BranchOperation Manager GRADE M/SM DEPARTMENT BranchBanking LOCATION Branch SUB-DEPARTMENT NA TYPEOF POSITION Full-time REPORTSTO Sr.Branch Manager/Branch Manager REPORTINGINTO Cashier CCR AadharOfficers

1. ROLEPURPOSE OBJECTIVE

• Thisrole is responsible for dayto day operational and administrative activities in the branchwhich include coordination with IT, infrastructure, security,secured stationary (operations), unsecured stationary (Admin) andhousekeeping.

Accountablefor quality customer service within stipulated time frame whileadhering to regulatory and procedural compliance. Responsiblefor coordination of audits at the branch and availability ofrequisite resources in the branch without affecting regularbranch business.

1. SIZEOF THE ROLE

FINANCIALSIZE NON-FINANCIALSIZE

• Dailycash transaction
• CRLLimit
• BranchAudit

• Chequestoppage/bounce
• Aadhaar enrolment
• Generate quality sales leads
• Handlingof both internal and external queries
• CustomerService

1. KEYDUTIES RESPONSIBILITIES OF THE ROLE

Business

• Takeoverall responsibility for administration and control of thebranch operations, including its infrastructure and personnel
• Handlewalk-in sales in absence of liabilities/assets sales personnel
• Driveleads from walk-in customers
• Overseeadherence to customers life event management at branch

Customers

• Handlewalk-in customers in the absence of the CCR; build managerobust relationships with the customers by providing exceptionalcustomer service
• Ensurecustomers are assisted/educated to use ATMs and motivate them touse ATMs for smaller transactions
• Ensureadherence to TAT for all branch transaction, grievance redressaland customer queries
• Addresscustomer complaints and queries escalated by branch staff in atimely manner (Tracking and reporting); ensure reduction incustomer complaints over a period of time

InternalProcess

• Jointcustodian of cash, Branch keys/vault/lockers; ensure all securedstationary are in stock and tracks usage
• Accountablefor cash transactions in the branch including aspects such ascash management, tallying of cash with reports in system vouchers and maintenance of registers for cash transactions andreconciliation of day end ledgers with the help of cashier
• Approve/authorizetransactions as required, check and ensure genuineness of thedocuments provided by the customers
• Serveas a point of check for completion of forms/applications,verification of the KYC documents and other document proofsprovided by the customer for purposes such as transactions,account opening etc.
• Takeoverall responsibility for housekeeping, physical infrastructureand IT infrastructure
• Responsiblefor coordination of functioning and replenishment of cash in theBranch ATMs (to be decided post finalization of ATM operatingmodel)
• Coordinateactivities with Regional-Fund Transfer Unit and Branch Monitoringteams
• Coordinatewith the internal and external audit team in carrying out theperiodic Branch audits; formulate and review progress againstaction plans to address the deviations found in Branch operationsand service quality
• Toensure strict adherence to regulatory compliances in running thebranch and report deviations to CRM, perform the role ofoperations risk and compliance representative at the branch andreport to regional OR compliance managers

LearningPerformance

• Maintainup to date working knowledge of products/services offeredin the branch.
• Ensureadherence to training man-days/ mandatory training programs forself and reportees
• Trainthe Cashier CCR on process compliance, service quality andBranch operations
• Ensuregoal-setting, midyear -review and annual appraisal process within specified timelines for self and reportees

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