Personal Banker

Grade

SO SM DM Manager

Business Unit

Retail Banking

Department

Service Management

Reporting to

Branch Manager

Management Band

Juinor Management

Core Responsibilities

Account 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 Vendorsagency 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.

Minimum Qualifications

• Bachelors degree

Skills

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

EXPERIENCE

Years of Experience

• A minimum of 1 year of relevant experience

Core Competencies

Competency Name

Behaviors

• 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 Competencies

Competency Name

Behaviors

• 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