Deputy Branch Manager

Darwinbox Digital Solutions Pvt Ltd.; Chennai; On-site; INR 600,000 - 1,200,000; Full time

Job summary

YBL is seeking an experienced Branch Operations professional to manage account opening, maintenance and closure processes, ensure compliance, and drive service excellence at the Chennai branch. The role involves coordinating with NOC, product and sales teams, maintaining MIS, and leading process improvements.

The candidate will oversee audits, training, and daily operations, while ensuring strict adherence to banking policies and regulatory guidelines to safeguard assets and customer

Responsibilities

• Account opening, maintenance and closure processes as per YBL; ensure timely handling of documentation
• Address customer inquiries and instructions; meet delivery standards for satisfaction
• Adhere to forms, checklists, approvals and documentation standards
• Coordinate with NOC, Product and Sales RM for required liaison
• Maintain high quality of forms and documentation; follow up with Sales RMs for deferrals
• Ensure counters open 15 minutes before timings and staff ready to service clients
• Scrutinize transactional documents against branch checklists to ensure completeness
• Support audits and prepare internal/external deliverables for corporate clients
• Respond to pre, during and post-transaction inquiries and escalations
• Monitor transactions and maintain MIS; support branch management and planning
• Monitor aging items and escalate to senior management appropriately
• Develop BSPs' knowledge and backups to avoid work disruption
• Deliver consistent service; maintain records of customer queries and complaints
• Analyze data and reports on customer service and process adherence
• Play a proactive role in new products, processes or systems rollouts
• Coordinate with relationship managers and meet clients to assess service levels and feedback
• Collect CSS forms and forward to NOC; conduct Branch Service Committee meetings
• Implement 5S, ISO9001:2000, Six Sigma standards and meet quality parameters
• Assist in branch audits by internal, external and RBI auditors
• Ensure compliance with internal, regulatory and statutory requirements for branch offerings
• Address audit findings and close gaps promptly
• Ensure DCFC checklist is checked and signed daily
• Conduct self-audits in the branch and report anomalies with mitigations
• Sensitize BSD team on process and policy adherence
• Maintain discipline, define goals and coach the team
• Provide feedback and plan training to meet requirements
• Lead and develop staff with cross-functional trainings
• Escalate issues impacting business to BSD and address concerns
• Manage local vendor/agency relationships for smooth transaction execution
• Oversee branch upkeep and cost control
• Support monthly CSR events at the branch
• Be thorough with banking processes, regulations and guidelines
• Participate in new product/process/system rollouts and ensure policy compliance

Job description

5 - 10 Years

Employee

Job Description

1.Account Opening & Maintenance:

• ü Monitor the processes foraccount opening, account maintenance & account closure relatedformalities as per YBL process
• ü Handle customers’ enquiriesand instructions, whilst ensuring that the Bank’s delivery standards are metin achieving total customer satisfaction. e.g. timely checking of accountopening documentation, opening of Accounts etc.
• ü Ensure adherence to process& documentation standards (e.g.,forms/checklists, welcome calling,approvals, etc.)
• ü Ensure pro-active &sustained liaison with NOC, Product, Sales RM, etc. where required
• ü Maintain strict vigilance onthe quality of forms and documentation provided
• ü Ensure timely follow up withSales RMs of all BUs for resolution of any outstanding deferrals.

2.Transactions Related:

• ü Ensure all the counters areopened and staff is ready to service client’s atleast 15 minutes before thecustomer timings
• ü Ensure proper scrutiny of alltransactional documents submitted by the customer vis‑à‑vis branch checklistto ensure all that all necessary documents are submitted by the customer
• ü Support the BusinessManagers/Business Heads/Financial control team in preparation of any auditrelated deliverables i.e. internal /external concerning a transactionexecuted for a corporate client.
• ü Address all transactionrelated enquiries i.e. pre, during & post transaction processing &escalations
• ü Ensure strong monitoring ofall transactions in the branch & maintain accurate / strong MIS for thebranch. The same may be needed by the bank for overall management of branchprocesses & business planning
• ü Ensure frequent monitoring ofall over-aged cases (deferrals, pending items, etc.) & appropriateescalation of the same in a timely & balanced manner to the seniormanagement
• ü Ensure that knowledge, skills& capabilities are built across entire team of BSPs, so as to haveinternal backups to ensure that work is not hampered in by absenteeism orresignations

3.Service & Quality:

• ü Ensure that all people,process, data & systems in the branch are well attended to deliverconsistent & superior levels of service to all customers.
• ü Ensure that adequate records& data pertaining to customer queries and complaints is maintained &analysed for achieving greater process efficiency
• ü Ensure daily / weeklymonitoring & analyses of various data points & reports that havebearing on Customer Service & process adherence.
• ü Play a pro-active role in newproducts, processes or systems roll out impacting the clients
• ü Coordinate with relationshipmanagers and meet / interact with key clients on a periodic basis to stocktake on service levels and customer satisfaction. Also collate their feedback& suggestions
• ü Ensuring collection of CSSforms on periodic basis and sent to NOC.
• ü Responsible for monthly“Branch Service Committee” meetings are held on 07th of each month
• ü Implementation of 5S, ISO9001:2000, Six Sigma standards & meet/exceed set quality parametersconforming to the standards.

4. Audit& Compliance:

• ü Effectively Support &Handle Branch Audits by Internal, External, Concurrent, Statutory & RBIauditors
• ü Responsible forimplementation of process, policies as per guidelines & audit rating ofthe branch
• ü Ensure comprehensivecompliance with all internal, regulatory and statutory requirements asrelevant for various product and services from a branch perspective
• ü Attend to any audit findingsand resolve them immediately;
• ü Ensuring DCFC checklist ischecked thoroughly and signed off on daily basis
• ü Personally implement &conduct self-audits in the branch (e.g., weekly sweep audit, etc.) and anyanomalies are brought to the notice of senior management along withmitigating steps initiated
• ü Responsible for sensitizingeach BSD team member on adherence of process & policies

5.Others:

• ü Maintain highest levels ofdiscipline (punctuality, attendance, grooming standards etc) in the office
• ü Define goals &performance parameters for the team & guide/coach them in achieving thesame. Ensure that the team understands the goals of the bank, the branch andalso of other colleagues in the branch
• ü Provide constructivefeedback; identify training & development needs of the team & conducttraining at frequent intervals to meet the training requirements
• ü Lead, motivate, coach & develop staff.Conduct cross functional trainings within & across teams there bycreating effective back up with in the team;
• ü Ensure timely escalation ofissues that is impacting business and possible solutions to address theconcerns to the BSDL.
• ü Manage Local Vendors /agencyrelationships to ensure smooth execution of transaction
• ü Responsible for Branch upkeep& maintenance and control over the cost
• ü Support for conductingmonthly CSR events at the branch.
• ü Must be thorough with bankingprocesses, regulations & guidelines across
• ü Play an active role in newproducts, processes, systems roll out. Comply with bank policies andprocedures to ensure safety and security of bank's and customer's assets

Job Snapshot

Updated Date

24-10-2024

Job ID

YBLJOB52987

Department

Service Management

Location