Skill: ncfm , customer queries , rms , retail banking , collection , branch operations , branch banking , amfi , cross selling , financial services , banking , irda , account opening , clearing operations , transaction; Exp: 4-7 years; Branch Service Leader – ( SER0000TS ) Description Job Description The person will be responsible for smooth day to day operations of the branch related activities through active coordination and execution of the core tasks i.e. in-house bank management, clearing operations, cross selling of products across business verticals, Internal GL account reconciliation etc. Will function as a Back-up to the BSDL for non-financial operations & customer service related items Effectively represent the Bank to all retail banking & prospective customers while efficiently & effectively performing the Service & Sales Executive role as outlined by the Bank. Job Responsibilities To meet & exceed all service & process related parameters as laid down by the Bank. To meet & exceed customer expectations with superior customer service. To diligently follow guidelines/process notes issued by the bank in respect branch operations/teller function/clearing operations as the case may be. To be able to successfully probe and understand client needs & requirements in order to be able to effectively cross-sell NBD & 3rd party products of the bank, collection of candid feedback, providing referrals to business etc. Responsibility of AOD checking & keeping the Q & D Ratio of the branch within prescribed benchmarks Scrutinize Custodianship Management Overall responsibility of management of Delegation / Conflict of Interest situations Cheque Referral Management Involving the RMs for necessary confirmation & initiate necessary action Attend clients inside the branch, answer customer queries, coordinate with back office operations & facilitate their transactions as required to ensure total customer satisfaction Escalate any issues/complaints to the business head in a timely manner; Ensure comprehensive compliance with all regulatory and statutory requirements as relevant for various product and services; Participate / Engage in projects in the areas such as automation, process improvements, cycle time reduction, service delivery, transaction processing, cost reduction Guiding customers to the relevant transaction desk during high customer traffic scenarios during branch hours Motivate, coach & develop the lobby staff Manage transactions of bulk nature (cash & non-cash) to facilitate higher efficiency in customer service in specific situations for specific clients/vendors Responsible for effective Queue Management & diversion of transactions to ensure service level TATs are maintained Acquire complete knowledge of deliverable management / application forms so that specific clients may be guided up-front for correct action Play an active role in new products, processes, systems roll out. Ensure that there are Nil write offs / P & L hits on account of operating errors. Ensure that processes laid down are followed in case of contingency. Support the BSDL in preparation of any audit related deliverables i.e. internal / external, ISO, Regulatory, Statutory, etc. Attend to any audit findings and resolve them immediately; Be aware of ISO 90012000 standards & meet/exceed set quality parameters conforming to the standards; Maintain personal discipline (timings, attendance, grooming standards etc) in the office; Act as an effective back up in the absence of peers handling other processes with in the same team. Qualifications, Experience & Skills Qualifications Graduate/ Post Graduate or CA or MBA from a recognized university. AMFI/NCFM/IRDA certifications will be added advantage Experience Up to 4 years of work experience with Min. 2-3 years experience as an authorizer & custodian in a high transacting branch (in CA centric markets) Should be an expert in GBO transaction handling, Transaction, Account Opening, Instruction & Deliverable Management processes and TAT management ; Efficient in Customer Service / Complaint Handling & managing ad-hoc situations Knowledge of a core banking systems will be an added advantage.
Degree: CA (Chartered Accountant)
Function: Finance / Insurance Services