Branch Operations and Service Manager/ Operations Head

Role & responsibilities

Financial Responsibilities :-

• Assist the Branch Head in attaining/ exceeding the set targets of the Branch.
• Unusual transactions to be monitored on daily basis and followed up to ensure timely regularization.
• Management of expenses of branches, ensure branch/ ATM lease deed, agreements (AMCs) and vendor payments are timely executed.
• Co-owner of Branch budgets through deepening and cross sell though existing customer and generate referrals through walk-ins.
• Plugging of income leakages and tightly manage all branch cost and continuously find opportunities to reduce cost.

Non Financial Responsibilities :-

• Assist the Branch Manager in managing and supervising all branch operations and also assist Branch Manager with Sales campaign and promotions.
• Responsible for overall managing daily operations, cost management, policy control and customer service / complaints management.
• Educating branch staff regarding development in regulatory and Bank guidelines time to time.
• Manage all processes such as cash, ATM operations (including offsite ATMs), key movements, lockers ( including Locker keys), security stationery, deliverables, welcome kits, stop payments, Govt. accounts/ business of the Branch as per Bank guidelines.

Operations :-

• Control and supervision of client accounts, deposits including matured time deposits, closure ( including premature closure) of accounts and control and supervision of internal and office accounts, such as clearing, suspense, receivables, payable, pay orders, DD, deposits placed with external Agencies etc.
• Regular supervision and Monitoring of critical accounts in the branch, ensuring coordination with account processing centers, clearing units etc. for smooth transactions
• Act as custodian, manage storage and activity of retrieval of vouchers, generation, checking and preservation of reports and Misc. E-Register and physical registers maintenance.
• Responsible for managing the premises upkeep, controls, process and expenses done at the branch, ensuring appropriate look and feel of the Branch & On site ATM premises (if any) .
• Ensure Communication, Implementation and Compliance with the set standards and procedures with respect to clearing, CMS, DP operations etc.

Services :-

• Reviews various critical management reports and analysis of cost vis-a-vis volumes handled. Carries out on-going review of operational processes and procedures and improvements in the same.
• Responsible to maintain the desired service standards in the branch.
• Responsible for customer service and administration of a branch with an end of achieving overall service and quality objectives including customer satisfaction scores.
• Supervises and coordinates activities of the operations staff at the branch. Responsible for delivery within stringent time and quality commitments.
• Monitoring service delivery levels and initiate corrective measures and ensuring high service standards throughout the Branch.
• Monitor customer satisfaction through appropriate mechanism such as customer service meet, feedback etc. and ensure quick resolution of customer complaints.
• Migration of customer to digital channel from branch banking. Coordinates with the other departments to ensure smooth functioning of the branch.

Compliance & Risk Responsibilities :-

• MIS Timely and accurate preparation of all returns both internal and regulatory pertaining to branch and forwarding to competent authorities.
• Ensuring compliance of KYC & Anti Money Laundering norms, Fraud Controls. Regulatory and statutory compliances (including Regulatory and statutory displays), control on manned and electronic security system.
• Perform pre-audits to identify & mitigate operational risk and to ensure ongoing adherence with compliance procedures and Ensure to obtain good rating in all audits conducted at the Branch and responsible for auditory compliances.
• Ensure adherence to internal and external guidelines. Timely reply and rectification of is-regularities pointed out by internal, external, statutory, concurrent auditor, regional operations/ managers etc.