Deputy Branch Manager-DBM | Operations GOA

Yes Bank; South Goa District; On-site; INR 350,000 - 700,000; Full time

Job summary

Yes Bank Goa branch is hiring for a role focused on account opening, maintenance and customer service delivery. You will ensure documentation standards, monitor processes, and support audits while maintaining high service quality for corporate and retail clients.

Key duties include timely processing, liaison with NOC, Product and Sales RM, MIS reporting, and proactive deferral follow-ups. Bachelors is required and Masters preferred; professional certifications are a plus.

Qualifications

• Bachelor's degree required.
• Master's degree preferred.
• Certifications AMFI/NCFM/IRDA/JAIIB/CAIIB add advantage.
• Quality program certifications (Six Sigma, ISO, 5S, Kaizen) add value.

Responsibilities

• Account opening and maintenance as per YBL process.
• Handle customer enquiries and instructions to meet service standards.
• Ensure adherence to forms, checklists, approvals and documentation.
• Coordinate with NOC, Product, Sales RM for timely resolutions.
• Monitor branch transactions and maintain MIS for branch performance.
• Ensure timely follow-up with Sales RMs for deferrals.
• Roll out new products or processes affecting clients.
• Review data on customer queries and complaints for process improvement.
• Ensure counters are ready and staff prepared before timings.

Skills

English proficiency

Education

Bachelor's degree

Master's degree preferred

Tools

AMFI/NCFM/IRDA/JAIIB/CAIIB certifications

Six Sigma/ISO/5S/Kaizen certifications

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