Deputy Branch Manager-Bengaluru- (HSR Layout, Sector 2)

Yes Bank; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Yes Bank in Bengaluru seeks an experienced banking professional to manage end-to-end account opening, maintenance and closure activities in line with Yes Bank processes.

The role requires monitoring document quality, ensuring process compliance, and coordinating with NOC, Product, and Sales RM to resolve deferrals and deliver superior customer service. Strong English communication and 5+ years of relevant experience are essential.

Qualifications

• Minimum 5 years of relevant experience with at least 3 years in a similar role.
• Written and spoken English is essential.
• Certifications AMFI/NCFM/IRDA/JAIIB/CAIIB will be an added advantage.
• Certifications on quality programs (Six Sigma, ISO, 5S, Kaizen) will be an added advantage.

Responsibilities

• Account opening and maintenance as per YBL process.
• Monitor account opening, maintenance & closure formalities.
• Handle customer enquiries while meeting delivery standards and ensuring satisfaction.
• Ensure adherence to process and documentation standards (forms, checklists, approvals).
• Maintain liaison with NOC, Product, Sales RM and ensure quality of forms and documentation.
• Follow up with Sales RMs for deferrals resolution.
• Ensure counters are opened and staff ready 15 minutes before timings.
• Scrutinise transactional documents against branch checklist for compliance and audit readiness.
• Escalate deferrals and issues to senior management as needed.
• Ensure branch service levels and maintain strong MIS for branch operations.
• Review data on customer queries and complaints to improve processes.
• Roll out new products/processes/systems that may impact clients.

Skills

Written English

Education

Bachelors degree

Masters degree preferred

Job description

Role & responsibilities

• Account Opening & Maintenance:
• Monitors the processes for 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 all the counters are opened and staff is ready to service clients atleast 15 minutes before the customer timings
• 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 Supports the Business Managers/Business Heads/Financial control team in preparation of any audit related deliverables i.e. internal /external concerning a transaction executed for a corporate client.
• Addresses all transaction related enquiries i.e. pre, during & post transaction processing & escalations Ensure strong monitoring of all transactions in the branch & maintain accurate / strong MIS for the branch. The same may be needed by the bank for overall management of branch processes & business planning.
• Ensures frequent monitoring of all over-aged cases (deferrals, pending items, etc.) & appropriate escalation of the same in a timely & balanced manner to the senior management
• Ensures that knowledge, skills & capabilities are built across entire team of BSPs, so as to have internal backups to ensure that work is not hampered in by absenteeism or resignations Service & Quality:
• Ensures that all people, process, data & systems in the branch are well attended to deliver consistent & superior levels of service to all customers.
• Reviews data pertaining to customer queries and complaints analyses to achieve greater process efficiency.
• Reviews daily / weekly monitoring & analyses of various data points & reports submitted that have bearing on Customer Service & process adherence and present the findings to Branch Leadership
• Rolls out new products, processes or systems that may impact client

Preferred candidate profile :-

• Bachelors degree
• Masters degree is preferred

Professional

• Certifications AMFI/NCFM/IRDA/JAIIB/CAIIB & such relevant certifications will be an added advantage
• Certification on quality programs i.e., Six Sigma, ISO, 5S, Kaizen, etc. will be an added advantage
• Skills
• Written and spoken English is essential

• A minimum of 5 years of relevant experience with at least 3 years in a similar role