Operations Head

  • Gurgaon
  • 10-13 lakh
  • 4-9 years
  • 07 Jul 2015

  • Sales/ Business Development/ Account Management

  • Banking - Retail
Job Description

Account Opening & Maintenance: a) Monitor the processes for account opening, account maintenance & account closure related formalities as per YBL process. b) Handle 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. 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. where required. e) Maintain strict vigilance on the quality of forms and documentation provided. f) Ensure timely follow up with Sales RMs of all BUs for resolution of any outstanding deferrals. Transactions Related: a) Ensure all the counters are opened and staff is ready to service clients 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 efficiency. 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 Branch Service Committee meetings 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 branch perspective; d) Attend to any audit findings and resolve them immediately; e) Ensuring DCFC checklist is checked thoroughly and signed off on daily basis. 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.

Competencies/Skill sets for this job

Audit Efficiency Audits Transaction Quality

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