Personal Banker

Yes Bank Ltd.; Rajkot; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Yes Bank Ltd. is looking for a Grade SO SM DM Manager in Retail Banking. The role focuses on service management, account handling, and ensuring adherence to banking policies.

The candidate will coordinate with RMs and other units to maintain service levels, audit compliance, and process improvements while managing routine tasks and risks associated with branch operations.

Qualifications

• Bachelor's degree is required.
• 1 year of relevant experience.
• Knowledge of banking operations and regulatory guidelines.

Responsibilities

• Account opening, maintenance & closure as per YBL process.
• Scrutiny of transactional documents; resolve enquiries.
• Maintain records of customer queries and follow up on deferrals.
• Ensure compliance with internal, regulatory, and audit requirements.
• Lead along with sales RM to meet customer service levels and quality.

Skills

Banking operations knowledge

Risk management

Service excellence

Audit & compliance

Education

Bachelor's degree

Job description

Grade

SO SM DM Manager

Business Unit

Retail Banking

Department

Service Management

Reporting to

Branch Manager

Management Band

Juinor Management

Core Responsibilities

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 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 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.
• 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 DBM.
• Manages Local Vendorsagency relationships to ensure smooth execution of transaction
• Completes Branch upkeep & maintenance and control over the cost

People Management or Self-Management Responsibilities

• 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.

Risk and Internal Control Responsibilities

• 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.

Minimum Qualifications

• Bachelors degree

Skills

• Knowledge of banking operations and regulatory guidelines
• Risk Management
• Service Excellence
• Audit & Compliance

EXPERIENCE

Years of Experience

• A minimum of 1 year of relevant experience

Core Competencies

Competency Name

Behaviors

• Customer Focus
• Listens to and demonstrates an understanding of customers stated needs
• Delivers customer value through timely and quality execution
• Develops an understanding of problems and employs existing or new methods to find solutions
• Professional Entrepreneurship
• Takes proactive and constructive action at work with little or no direction from others
• Displays responsibility for problems, initiatives and tasks that lie within the domain of own role
• Drive for Results
• Seeks to understand the rationale for key decisions and understands implications for own role/ actions
• Displays a sense of urgency to deliver outcomes as per stated timelines
• Reacts to challenges by displaying an optimistic demeanor
• Influence and Impact
• Uses simple persuasion techniques to achieve the desired result action commitment from others
• Responds to stated requirements of internal/ external stakeholders by keeping a solution oriented mindset
• Quality Focus
• Ensures adherence to quality standards in work/service delivery, identifies opportunities for improvement in routine course of work
• Adheres to laid down systems, procedures and identifies opportunities to enhance efficiency in own sphere of work through incremental improvement

Leadership Competencies

Competency Name

Behaviors

• Lead the way
• Displays awareness and understanding of the external environment relevant to own area of work and is able to assess their impact on the business in which he operates
• Translates the Banks vision to own sphere of work and defines plan for achievement of the growth and scale objectives
• Actively seeks, identifies and promotes opportunities to try out new ideas
• Frequently communicates the organizational strategy and energizes employees within own region to realize Bank objectives and live the brand
• Lead and Develop people
• Sets performance expectations at the department level, monitoring performance, providing measurement systems, driving accountability and rewarding high performance
• Enables empowerment by assigning clear challenging tasks with definitive accountabilities, resources and authority
• Coaches and mentors employees to develop required skills, provides developmental tools and provides continuous feedback and support
• Enables Change
• Displays the ability to depart from traditional methods/behaviors and adapting quickly when situational constraints require new or different approaches
• Cascades the vision for change, and leads required transformation in structure, processes and capability to ensure a smooth transition
• Encourages team members to respond positively to changes, encouraging discussion, responding with empathy to their anxiety