JOB TITLE
Branch Operation Manager
GRADE
M/SM
DEPARTMENT
Branch Banking
LOCATION
Branch
SUB-DEPARTMENT
NA
TYPE OF POSITION
Full-time
REPORTS TO
Sr. Branch Manager/Branch Manager
REPORTING INTO
Cashier
CCR
Aadhar Officers
ROLE PURPOSE & OBJECTIVE
This role is responsible for day to day operational and administrative activities in the branch which include coordination with IT, infrastructure, security, secured stationary (operations), unsecured stationary (Admin) and housekeeping.
Accountable for quality customer service within stipulated time frame while adhering to regulatory and procedural compliance.
Responsible for coordination of audits at the branch and availability of requisite resources in the branch without affecting regular branch business.
SIZE OF THE ROLE
FINANCIAL SIZE
NON-FINANCIAL SIZE
Daily cash transaction
CRL Limit
Branch Audit
Cheque stoppage/bounce
Aadhaar enrolment
Generate quality 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 the branch operations, including its infrastructure and personnel
Handle walk-in sales in absence of liabilities/assets sales personnel
Drive leads from walk-in customers
Handle walk-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 & manage robust relationships with the customers by providing exceptional customer service
Ensure customers are assisted/educated to use ATMs and motivate them to use ATMs for smaller transactions
Ensure adherence to TAT for all branch transaction, grievance redressal and customer queries
Address customer complaints and queries escalated by branch staff in a timely manner (Tracking and reporting); ensure reduction in customer complaints over a period of time
Internal Process
Joint custodian of cash, Branch keys/vault/lockers; ensure all secured stationary are in stock and tracks usage
Accountable for cash transactions in the branch including aspects such as cash management, tallying of cash with reports in system & vouchers and maintenance of registers for cash transactions and reconciliation of day end ledgers with the help of cashier
Approve/authorize transactions as required, check and ensure genuineness of the documents provided by the customers
Serve as a point of check for completion of forms/applications, verification of the KYC documents and other document proofs provided by the customer for purposes such as transactions, account opening etc.
Take overall responsibility for housekeeping, physical infrastructure and IT infrastructure
Responsible for coordination of functioning and replenishment of cash in the Branch ATMs (to be decided post finalization of ATM operating model)
Coordinate activities with Regional-Fund Transfer Unit and Branch Monitoring teams
Coordinate with the internal and external audit team in carrying out the periodic Branch audits; formulate and review progress against action plans to address the deviations found in Branch operations and service quality
To ensure strict adherence to regulatory compliances in running the branch and report deviations to CRM, perform the role of operations risk and compliance representative at the branch and report to regional OR & compliance managers
Learning & Performance
Maintain up to date & working knowledge of products/services offered in the branch.
Ensure adherence to training man-days/ mandatory training programs for self and reportees
Train the Cashier & CCR on process compliance, service quality and Branch operations
Ensure goal-setting, midyear -review and annual appraisal process within specified timelines for self and reportees
MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS
Educational
Qualifications
Experience
Minimum 3-6 years' experience in handling Banking/NBFC Operations
catering to liabilities and assert products
Certifications
Functional Skills
Systematic; meticulous and timely customer service
Process Orientation
Multitasking ability
Knowledge of liabilities & asset products
Compliance Orientation
Technology Adept
Training Skills
Behavioral Skills
Communication skills - fluent in local language & English
Managing Customer Relations
Process Orientation
People orientation
Training skills
Willingness to travel & relocation as per business requirements and career opportunities
Competencies
Execution
Managing Relationships
Influencing
Decision Making
KEY INTERACTIONS
INTERNAL
EXTERNAL
Regional operations department
Cluster operations department
State HR
Admin & Infra team
Internal Audit department
IT
Neighbouring banks
BCs & cash management agencies
External Audit department
PREPARED BY: Priyanka Pal
DATE: 14-02-2024
REVIEWED BY: Jyothi Mohan
DATE: 15-02-2024
LAST UPDATED BY: TM Team
DATE: 07-06-2024