Branch Operation Manager

REPORTING IN TO

Cashier

CCR

Aadhar Officers

ROLE PURPOSE & 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) and housekeeping.

• Accountablefor quality customer service within stipulated time frame while adhering to regulatory and procedural compliance.

• Responsiblefor coordination of audits at the branch and availability ofrequisite resources in the branch without affecting regular branch business.

SIZEOF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

• Daily cash transaction
• CRLLimit
• Branch Audit

• Cheque stoppage/bounce
• Aadhaar enrolment
• Generatequality sales leads
• Handling of both internal and external queries
• Customer Service

KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business

• Take overall responsibility for administration and control of thebranch operations, including its infrastructure and personnel
• Handle walk-in sales in absence of liabilities/assets sales personnel
• Driveleads from walk-in customers
• Handlewalk-in sales in absence of liabilities/assets sales personnel
• Oversee adherence to customer's life event management at branch

Customers

• Handle walk-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

Internal Process

• 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

Learning & Performance

• 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 withinspecified timelines for self and reportees

MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational Qualifications

• UG- Any Graduation preferably in commerce discipline / Post Graduation with Finance specialization

Experience

• Minimum 3-6 years experience in handling Banking/NBFC Operations
• catering to liabilities and assert products

Functional Skills

• Systematic;meticulous and timely customer service
• Process Orientation
• Multitaskingability
• Knowledgeof liabilities & asset products
• Compliance Orientation
• Technology Adept
• Training Skills

Behavioral Skills

• Communicationskills - fluent in local language & English
• Managing Customer Relations
• Process Orientation
• People orientation
• Training skills
• Willingness to travel & relocation as per business requirements andcareer opportunities

Competencies

• Execution
• ManagingRelationships
• Influencing
• DecisionMaking

KEY INTERACTIONS

INTERNAL / EXTERNAL

• Regionaloperations department
• Clusteroperations department
• StateHR
• Admin& Infra team
• InternalAudit department
• IT

• Neighbouringbanks
• BCs & cash management agencies
• ExternalAudit department