Walk-in || Assistant Branch Manager-Inbound-Branch Banking-Service

We are seeking a proactive, customer-centric, and detail-oriented Assistant Branch Manager Inbound to support the efficient functioning of branch operations while ensuring superior service delivery, operational excellence, and regulatory compliance. The role is responsible for overseeing day-to-day branch activities, managing customer service processes, maintaining control over operational risks, and ensuring adherence to all internal and external regulatory requirements.

Key Responsibilities

• Oversee and manage day-to-day branch operations to ensure smooth, efficient, and customer-focused service delivery.
• Ensure strict compliance with bank policies, operational guidelines, regulatory requirements, audit standards, and internal control processes.
• Authorize, verify, and monitor customer transactions, service requests, and system inputs processed by branch team members.
• Supervise branch service operations and maintain operational discipline to achieve high standards of accuracy and efficiency.
• Manage branch lobby operations, customer footfalls, and queue management to enhance customer experience and reduce service wait times.
• Handle cash management activities, including cash balancing, vault management, foreign exchange (FX), and travelers cheque (TC) transactions within prescribed limits and guidelines.
• Ensure timely resolution of customer complaints, queries, and escalations within defined turnaround times (TAT), while maintaining high customer satisfaction levels.
• Review and ensure AML, KYC, and regulatory compliance for all account opening documentation and customer onboarding processes before submission to CPC/RPC.
• Monitor branch operational risk indicators and implement corrective actions to mitigate compliance and process-related risks.
• Support internal, statutory, and regulatory audits by ensuring availability of records, documentation, and adherence to audit requirements.
• Drive process adherence and ensure maintenance of branch records, registers, and documentation as per regulatory and organizational standards.
• Coach and guide branch staff on operational processes, compliance requirements, and customer service standards to foster a culture of excellence.
• Coordinate with internal stakeholders to ensure seamless execution of branch operations and customer servicing activities.
• Ensure proper implementation of organizational initiatives, operational updates, and process changes within the branch.

Key Competencies

• Strong knowledge of branch banking operations and service processes.
• Understanding of AML, KYC, regulatory, compliance, and audit requirements.
• Customer service orientation and problem-solving skills.
• Strong operational risk and control mindset.
• Team management and leadership capabilities.
• Effective communication and stakeholder management skills.
• Attention to detail and ability to manage multiple priorities.

Preferred Qualifications & Experience

• Graduate/Postgraduate in any discipline.
• Relevant experience in Branch Banking Operations, Customer Service, or Retail Banking.
• Proven experience in managing branch operations, compliance, and customer servicing functions.
• Familiarity with core banking systems and branch operational processes.