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

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