Manager Banking Operation

Role & responsibilities :

• Manage and oversee all ops processes (both manual and automated) pertaining to the lifecycle of deposit accounts (current accounts, SB accounts and term deposits (FD and RD)).
• Manage and oversee all ops processes (both manual and automated) pertaining to maintenance of customer data.
• Manage and oversee all ops processes (both manual and automated) pertaining to financial transactions that have to be passed in customer and internal accounts by Regional Offices.
• Examine the processes end to end and streamline them.
• In coordination with IT, automate processes that are manual to the extent possible. Review the various customer creation, account opening and account maintenance process flows and align them to the industry practices.
• Ensure that all ops processes executed by the team fully comply with extant regulatory and statutory guidelines, laws of the land and internal directives.
• Develop and implement a quality check framework for account opening and account maintenance processes.
• Support other units within Ops Asset Ops, Fulfillment, Insurance & TPP Ops, Payments, Secured Lending Ops and Transaction Banking Ops to the extent required. Be the Point of Contact (SPOC) for all new projects relating to Banking Ops in terms.
• Work in close coordination with Business to ensure that TATs for account opening and account maintenance are met, and FTNR percentage is below tolerance levels.
• Ensure SLAs with internal customers and stakeholders are defined and met.
• Service quality index parameters for Banking Ops are at pre-defined levels.
• Provide routine on-the-job training to members of the teams, in the event of new products being introduced, new processes being introduced or existing processes being changed.

Functional Skills:

• Sound functional knowledge of retail banking ops processes
• Conversant with core banking applications (Finacle preferred) and CRM applications
• Working knowledge of workflow applications such as Siebel, FCRM etc.
• Advanced knowledge of MS Excel.
• Working knowledge of PMO application is desired, but not mandatory
• Data analysis skills