1.Account Opening & Maintenance:
Run the processes for account
opening , account maintenance & account closure related formalities as per
Handle customers enquiries
and instructions , whilst ensuring that the Bank s delivery standards are met
in achieving total customer satisfaction. e.g. timely checking of account
opening documentation , opening of Accounts etc.
Ensure adherence to process
& documentation standards (e.g. , forms / checklists , welcome calling ,
approvals , etc.)
Ensure pro - active &
sustained liaison with NOC , Product , Sales RM , etc. where required
Maintain strict vigilance on
the quality of forms and documentation provided
Ensure timely follow up with
Sales RMs of all BUs for resolution of any outstanding deferrals.
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
Address all transaction
related enquiries i.e. pre , during & post transaction processing &
Ensure strong monitoring of
3.Service & Quality:
Ensure that all people ,
process , data & systems in the branch are well attended to deliver
consistent & superior levels of service to all customers.
Ensure that adequate records
& data pertaining to customer queries and complaints is maintained &
analysed for achieving greater process efficiency
Ensure daily / weekly
monitoring & analyses of various data points & reports that have
bearing on Customer Service & process adherence.
Play a pro - active role in new
products , processes or systems roll out impacting the clients
Coordinate with relationship
managers and meet / interact with key clients on a periodic basis to stock
take on service levels and customer satisfaction.
Ensuring collection of CSS
forms on periodic basis and sent to NOC.
Implementation of 5S , ISO
9001:2000 , Six Sigma standards & meet / exceed set quality parameters
conforming to the standards.
4. Audit & Compliance
Responsible to follow all
process , policies as per guidelines & audit rating of the branch
compliance with all internal , regulatory and statutory requirements as
relevant for various product and services from a branch perspective
Attend to any audit findings
and resolve them immediately as applicable
5.Others Maintain highest levels of
discipline (punctuality , attendance , grooming standards etc) in the office
Ensure timely escalation of
issues that is impacting business and possible solutions to address the
concerns to the BSDL.
Manage Local Vendors / agency
relationships to ensure smooth execution of transaction
Responsible for Branch upkeep
& maintenance and control over the cost
Must be thorough with banking
processes , regulations & guidelines across
Comply with bank policies and
procedures to ensure safety and security of bank's and customer's assets
- Experience 7-10 year(s)
- Positions 1
- Industry /