Regional Service & Operations Manager

Equitas Small Finance Bank Ltd.; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Equitas Small Finance Bank Ltd. is seeking a capable Service Operations Manager (MSS) to supervise service quality, onboarding, and branch operations. The role emphasizes achieving FTR targets, maintaining robust controls, and ensuring timely audit responses across multiple branches.

The ideal candidate will manage customer onboarding and engagement, monitor KPIs, and drive process improvements in a compliant banking environment. Experience with NTB/ CASA metrics and risk controls is desirable.

Qualifications

• Experience in retail/banking operations.
• Strong understanding of compliance and controls.
• Ability to manage process improvements and operational efficiency.

Responsibilities

• Oversee service operations to meet MSS metrics and targets.
• Ensure audit readiness, timely rectification of findings and proper documentation.
• Drive customer onboarding, engagement and successful account openings.
• Monitor branch processes, TATs, and risk controls across channels.
• Collaborate with branches to improve customer satisfaction and service quality.

Skills

Service Quality

Customer Onboarding

Audit & Compliance

Branch Operations

Job description

Job Description

Role Category Category Weightage Parameters Parameter Weight % Metro Urban SU Rural

• Service Operations Manager (MSS) Service Quality 15% A/c Opening Success% (FTR)
• * 90 % FTR in SA/CA, Process accounts with 100% FTR
• * Needs curing under control 7.5% NA NA NA NA

Service Operations Manager (MSS) Service Quality 15% Customer Onboarding and Engagement (Active: 60%, Primary:30% and PH - min 2 at M2 level) 7.5% NA NA NA NA

Service Operations Manager (MSS) Quantitative Parameters 20% MoM CASA NTB (Nos) 5% 6 5 5 5

Service Operations Manager (MSS) Quantitative Parameters 20% MoM Incremental CASA AMB Value (Through NTB Accounts) (Rs Lacs) 10% 6 5 3 1.5

Service Operations Manager (MSS) Quantitative Parameters 20% LI + GI+ MF + Assets - Net Revenue in Rs lacs - Yearly Income 5% 2 1.8 1.5 1.2

Service Operations Manager (MSS) Portfolio Management 10% Deepening : 3% MoM TRV Growth in mapped accounts 5% NA NA NA NA

Service Operations Manager (MSS) Portfolio Management 10% Mapped Book Coverage (Customer meetings for Mapped Book) 5% NA NA NA NA

Service Operations Manager (MSS) Customer Satisfaction 5% Product Holding of Branch & Customer Testimonials 5% NA NA NA NA

• Service Operations Manager (MSS) Compliance and Controls 50% Audit Ratings: Branch Medium Risk or below
• - Branch Medium Risk or below ,Follow the process as process and keep all the records available for checking
• - Timely Revert and rectification of audit findings 20% NA NA NA NA

• Service Operations Manager (MSS) Compliance and Controls 50% Ensuring Operational Instructions are followed as per bank guidelines (Exhaustive online BOM Checklist to be followed strictly)
• * Ageing of suspense accounts < 7 days, Mointoring of Suspense account to keep in control
• * ATM & Vault EOD - CBR ,To be updated on daily basis without error apart from Technical error
• * BCP as per process
• * Maintaining CRL within limits
• * Exhaustive Checklist need to be complied in total 20% NA NA NA NA

• Service Operations Manager (MSS) Compliance and Controls 50% Control on Clearing balances:
• * To ensure all excess funds 10L and above transferred to HO (Applicable for Non-CTS centres Only)
• * Timely submission of BRS
• For CTS locations & Non CTS Locations :: Controls implemented in regard to Clearing as per Checklist like, OW clg checking / UV checks and other controls. NIL TOD entries and recoveries / Timely reverts and closure. 10% NA NA NA NA