Personal Banker- Yes Bank

SECTION I: BASIC INFORMATIONJob TitlePersonal BankerFunctional TitlePersonal BankerGradeSO / SM / DM / ManagerManagement BandJuinor ManagementBusiness UnitRetail BankingDivision DepartmentService ManagementLocation Reporting toBranch ManagerNo. of Direct Reports-
SECTION II: ROLE SUMMARYThe role holder is responsible for providing high levels of service quality to YBL account holders and ensure all customer enquiries and instructions are met satisfactorily. The incumbent must possess strong knowledge of banking operations, processes and regulatory guidelines. The role holder should be able to close all transactions effectively within the stipulated TATs.
SECTION III: KEY RESPONSIBILITIES/ ACCOUNTABILITIESStrategic/ Managerial ResponsibilitiesNILCore ResponsibilitiesAccount Opening & Maintenance:

• Processes 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 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.
• Addresses and resolves all transaction related enquiries
• Ensures strong monitoring of all transactions

Service & Quality:

• Ensures that adequate records & data pertaining to customer queries and complaints is maintained & analyzed for achieving greater process efficiency
• Ensures daily / weekly monitoring & analyses of various data points & reports that have bearing on Customer Service & process adherence.
• Coordinates with relationship managers and meet / interact with key clients on a periodic basis to stock take on service levels and customer satisfaction.
• Ensuring collection of CSS forms on periodic basis and sent to NOC.
• Implementation of 5S, ISO 9001:2000, Six Sigma standards & meet/exceed set quality parameters conforming to the standards.

Audit & Compliance:

• follows all process, policies as per guidelines & audit rating of the branch
• Ensures comprehensive compliance with all internal, regulatory and statutory requirements as relevant for various product and services from a branch perspective
• Attends to any audit findings and resolves them immediately as applicable

Others:

• Maintains highest levels of discipline (punctuality, attendance, grooming standards etc.) in the office
• Ensures timely escalation of issues that is impacting business and possible solutions to address the concerns to the DBM.
• Manages Local Vendors /agency relationships to ensure smooth execution of transaction
• Completes Branch upkeep & maintenance and control over the cost

People Management or Self-Management Responsibilities

• Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are monitored and achieved during the course of the year.
• Takes ownership of his/her own learning agenda by identifying development needs in consultation with the reporting manager and working towards bridging the gaps through various means which go beyond just training.
• Understands the competencies relevant to his/her role and works towards displaying as well as developing these effectively.
• Keeps abreast of relevant professional/industry developments, new techniques and current issues through continued education and professional networks.

Risk and Internal Control Responsibilities

• Follows risk policy and processes to mitigate the operational, regulatory, financial, informational, reputational and audit risks as instructed by the departmental manager.
• Executes the established internal control systems and compiles relevant information for departmental audits, as necessary.

SECTION IV: KEY INTERACTIONSKey Internal InteractionsPurpose of Interaction Key External InteractionsPurpose of Interaction


SECTION V: KNOWLEDGE & EXPERIENCEKNOWLEDGEMinimum QualificationsBachelors degreeProfessional CertificationsNILSkills

• Knowledge of banking operations and regulatory guidelines
• Risk Management
• Service Excellence
• Audit & Compliance

EXPERIENCEYears of ExperienceA minimum of 1 year of relevant experience

SECTION VI: COMPETENCIES & KEY PERFORMANCE INDICATORSBEHAVIORAL COMPETENCIESCore CompetenciesCompetency NameBehaviors

• Customer Focus
• Listens to and demonstrates an understanding of customers stated needs
• Delivers customer value through timely and quality execution
• Develops an understanding of problems and employs existing or new methods to find solutions
• Professional Entrepreneurship
• Takes proactive and constructive action at work with little or no direction from others
• Displays responsibility for problems, initiatives and tasks that lie within the domain of own role
• Drive for Results
• Seeks to understand the rationale for key decisions and understands implications for own role/ actions
• Displays a sense of urgency to deliver outcomes as per stated timelines
• Reacts to challenges by displaying an optimistic demeanor
• Influence and Impact
• Uses simple persuasion techniques to achieve the desired result / action / commitment from others
• Responds to stated requirements of internal/ external stakeholders by keeping a solution oriented mindset
• Quality Focus
• Ensures adherence to quality standards in work/service delivery, identifies opportunities for improvement in routine course of work
• Adheres to laid down systems, procedures and identifies opportunities to enhance efficiency in own sphere of work through incremental improvement

Leadership CompetenciesCompetency NameBehaviors

• Lead the way
• Displays awareness and understanding of the external environment relevant to own area of work and is able to assess their impact on the business in which he operates
• Translates the Banks vision to own sphere of work and defines plan for achievement of the growth and scale objectives
• Actively seeks, identifies and promotes opportunities to try out new ideas
• Frequently communicates the organizational strategy and energizes employees within own region to realize Bank objectives and live the brand
• Lead and Develop people
• Sets performance expectations at the department level, monitoring performance, providing measurement systems, driving accountability and rewarding high performance
• Enables empowerment by assigning clear challenging tasks with definitive accountabilities, resources and authority
• Coaches and mentors employees to develop required skills, provides developmental tools and provides continuous feedback and support
• Enables Change
• Displays the ability to depart from traditional methods/behaviors and adapting quickly when situational constraints require new or different approaches
• Cascades the vision for change, and leads required transformation in structure, processes and capability to ensure a smooth transition
• Encourages team members to respond positively to changes, encouraging discussion, responding with empathy to their anxiety

TECHNICAL COMPETENCIES Technical Competencies

• He should have understanding of basic MS office