About the role
Position: Branch Support ManagerDepartment: Central Branch OperationsLocation: Goregaon (East) MumbaiEducation: Qualified CAExperience: 0 - 1 years
Key responsibilities
- Act as the primary point of contact for all branch-level operational queries and escalations from internal teams and customers.
- Coordinate with cross‑functional teams (operations, IT, finance, compliance, etc.) to resolve branch issues within defined timelines.
- Monitor day‑to‑day branch activities to ensure adherence to standard operating procedures and service quality benchmarks.
- Support branches during new product/process rollouts, ensuring proper communication, training, and documentation.
- Analyze recurring issues, identify root causes, and drive process improvements to reduce errors and TAT.
- Prepare and share periodic MIS/reports on branch support tickets, resolutions, and service trends with management.
- Assist in audits and compliance reviews by providing data, clarifications, and ensuring closure of audit points.
- Guide and mentor junior branch support executives, allocating work and tracking productivity.
- Maintain updated knowledge of systems, policies, and regulatory guidelines relevant to branch operations.
Required skills and competencies
- Strong understanding of branch operations and customer service processes.
- Excellent communication and coordination skills to work with multiple stakeholders.
- Problem‑solving attitude with ability to handle pressure and time‑bound escalations.
- Proficiency in MS Office (Excel, PowerPoint, Word) and ticketing/CRM tools.
- Attention to detail, documentation skills, and high ownership of task