Account Opening & Maintenance:
a) Monitor the processes for account opening, account maintenance &
account closure related formalities as per YBL process.
b) Handle customersenquiries and instructions, whilst ensuring that the
Bank delivery standards are met in achieving total customer satisfaction.
e.g. timely checking of account opening documentation, opening of
c) Ensure adherence to process & documentation standards (e.g.,
forms/checklists, welcome calling, approvals, etc.)
d) Ensure pro-active & sustained liaison with NOC, Product, Sales RM, etc.
e) Maintain strict vigilance on the quality of forms and documentation
f) Ensure timely follow up with Sales RMs of all BUs for resolution of any
a) Ensure all the counters are opened and staff is ready to service client
atleast 15 minutes before the customer timings.
b) Ensure 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.
c) Support 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.
d) Address all transaction related enquiries i.e. pre, during & post transaction
processing & escalations.
e) 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.
f) Ensure 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.
g) Ensure that knowledge, skills & capabilities are built across entire team of
BSPs, so as to have internal back ups to ensure that work is not hampered
in by absenteeism or resignations.
3. Service & Quality:
a) Ensure that all people, process, data & systems in the branch are well
attuned to deliver consistent & superior levels of service to all customers.
b) Ensure that adequate records & data pertaining to customer queries and
complaints is maintained & analysed for achieving greater process
c) Ensure daily / weekly monitoring & analyses of various data points &
reports that have bearing on Customer Service & process adherence.
d) Play a pro-active role in new products, processes or systems roll out
impacting the clients.
e) Coordinate 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.
f) Ensuring collection of CSS forms on periodic basis and sent to NOC.
g) Responsible for monthly ranch Service Committeemeetings are held on
07th of each month.
h) Implementation of 5S, ISO 9001:2000, Six Sigma standards & meet/exceed
set quality parameters conforming to the standards.
4. Audit & Compliance:
a) Effectively Support & Handle Branch Audits by Internal, External,
Concurrent, Statutory & RBI auditors.
b) Responsible for implementation of process, policies as per guidelines &
audit rating of the branch.
c) Ensure comprehensive compliance with all internal, regulatory and
statutory requirements as relevant for various product and services from a
d) Attend to any audit findings and resolve them immediately;
e) Ensuring DCFC checklist is checked thoroughly and signed off on daily
f) Personally 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.
g) Responsible for sensitizing each BSD team member on adherence of
process & policies.