About the role

1. Account Opening & Maintenance: üMonitor the processes for account opening, account maintenance & account closure related formalities as per YBL process üHandle 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. üEnsure adherence to process & documentation standards (e.g.,forms/checklists, welcome calling, approvals, etc.) üEnsure pro-active & sustained liaison with NOC, Product, Sales RM, etc. where required üMaintain strict vigilance on the quality of forms and documentation provided üEnsure timely follow up with Sales RMs of all BUs for resolution of any outstanding deferrals. 2. Transactions Related: üEnsure all the counters are opened and staff is ready to service client’s atleast 15 minutes before the customer timings üEnsure 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 üSupport 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. üAddress all transaction related enquiries i.e. pre, during & post transaction processing & escalations üEnsure 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 üEnsure 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 üEnsure 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 3. Service & Quality: üEnsure that all people, process, data & systems in the branch are well attended to deliver consistent & superior levels of service to all customers. üEnsure that adequate records & data pertaining to customer queries and complaints is maintained & analysed for achieving greater process efficiency üEnsure daily / weekly monitoring & analyses of various data points & reports that have bearing on Customer Service & process adherence. üPlay a pro-active role in new products, processes or systems roll out impacting the clients üCoordinate with relationship managers and meet / interact with key clients on a periodic basis to stock take on service levels and customer satisfaction. Also collate their feedback & suggestions üEnsuring collection of CSS forms on periodic basis and sent to NOC. üResponsible for monthly “Branch Service Committee” meetings are held on 07th of each month üImplementation of 5S, ISO 9001:2000, Six Sigma standards & meet/exceed set quality parameters conforming to the standards. 4. Audit & Compliance: üEffectively Support & Handle Branch Audits by Internal, External, Concurrent, Statutory & RBI auditors üResponsible for implementation of process, policies as per guidelines & audit rating of the branch üEnsure comprehensive compliance with all internal, regulatory and statutory requirements as relevant for various product and services from a branch perspective üAttend to any audit findings and resolve them immediately; üEnsuring DCFC checklist is checked thoroughly and signed off on daily basis üPersonally implement & conduct self-audits in the branch (e.g., weekly sweep audit, etc.) and any anomalies are brought to the notice of senior management along with mitigating steps initiated üResponsible for sensitizing each BSD team member on adherence of process & policies 5. Others: üMaintain highest levels of discipline (punctuality, attendance, grooming standards etc) in the office üDefine goals & performance parameters for the team & guide/coach them in achieving the same. Ensure that the team understands the goals of the bank, the branch and also of other colleagues in the branch üProvide constructive feedback; identify training & development needs of the team & conduct training at frequent intervals to meet the training requirements ü Lead, motivate, coach & develop staff. Conduct cross functional trainings within & across teams there by creating effective back up with in the team; üEnsure timely escalation of issues that is impacting business and possible solutions to address the concerns to the BSDL. üManage Local Vendors /agency relationships to ensure smooth execution of transaction üResponsible for Branch upkeep & maintenance and control over the cost üSupport for conducting monthly CSR events at the branch. üMust be thorough with banking processes, regulations & guidelines across üretail products. üPlay an active role in new products, processes, systems roll out. Comply with bank policies and procedures to ensure safety and security of bank's and customer's assets

Deputy Branch Manager

About the role

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