Deputy Branch Manager-DBM | Operations GOA

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

Email - [email removed]