About the role
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 Bank’s 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 client’s atleast 15 minutes before the customer timings
§ Ensures proper scrutiny of all transactional documents submitted by the customer vis-à-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 clients
§ Conducts monthly “Branch Service Committee” meetings are held on 07th of each month
Audit & Compliance:
§ Supports & Handles Branch Audits by Internal, External, Concurrent, Statutory & RBI auditors effectively
§ Implements 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;
§ Ensures DCFC checklist is checked thoroughly and signed off on daily basis
§ conducts self-audits in the branch (e.g., weekly sweep audit, etc.) and brings any anomalies to the notice of senior management along with mitigating steps initiated
§ Sensitizes each BSD team member on adherence of process & policies
Others:
§ Ensures timely escalation of issues that is impacting business and possible solutions to address the concerns to the BSDL.
§ Manages Local Vendors /agency relationships to ensure smooth execution of transaction
§ Leads Branch upkeep & maintenance and control over the cost
§ Provides Support for conducting monthly CSR events at the branch.