Deputy Branch Manager - Bandra & South Mumbai

Job Title : Deputy Branch Manager

Reports To : Branch Head/ Market Head / Zonal Wealth Head

Locations : Bandra & South Mumbai

Job Purpose : As a Deputy Branch Manager the incumbent is the custodian of Compliance and providing a seamless servicing experience for the staff working in the branch.

Role & responsibilities

1. Delivering superior client experience in the lobby by rendering exemplary levels of customer service there by making banking simple and hassle free for the customer

• Achieve set service delivery standards for the lobby evaluated through Customer satisfaction survey metrics
• Meeting benchmark Mystery Shopping scores & branch Service score given by the PAQ service managers
• Display of brochures/ RBI circulars as per requirement
• Educating clients on NBD channels/new products & services

2. Ensuring high responsiveness to customers problems. Act in their best interest by providing timely and qualitative resolution to their issues

• Ensuring all complaints are resolved up to customer satisfaction within 3 days of lodgment by the CSE team
• Welcome calling to be completed within 3 days TAT for the CSE team
• Equal assignment of the WC interactions across all CSE
• Cross-sell % to be at least at 30% on welcome calling by the CSE team

3. Ensuring high level of knowledge of processes and procedures is maintained for efficient and accurate handling of customer transactions.

4. Anticipating customer needs and offering tailored solutions thereby helping him stay ahead

• Acquisition of new CASA & FD accounts

5. Operations and Productivity

• Cash, ATM, Remittances & Deposits
• Clearing
• Account Opening & Closure
• Internal Controls

Preferred candidate profile :

• Any Graduate
• 4 -8 years in Banking operations
• Good Business Acumen
• Bent towards process and compliance
• Ability to influence multiple stakeholders
• Ability to manage a Team
• Excellent communication skills.