Deputy Branch Manager

Responsibilities/ Job Description:

The person will be responsible for smooth day to day operations of the branch related activities through active coordination and execution of the core tasks i.e. in-house bank management, clearing operations, cross selling of products across business verticals, Internal GL account reconciliation etc. Will function as a Back-up to the BSDL for non-financial operations & customer service related items Effectively represent the Bank to all retail banking & prospective customers while efficiently & effectively performing the Service & Sales Executive role as outlined by the Bank.

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 Bank's 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.

Cross Sales:

• Ensures achieving the cross sales business targets as per the goal sheet on a monthly basis.

Transactions:

• Ensures proper scrutiny of all transactional documents submitted by the customer vis-à-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 BSDL.
• Manages Local Vendors /agency relationships to ensure smooth execution of transaction
• Completes Branch upkeep & maintenance and control over the cost
• 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.
• 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.