Role Purpose
The Assistant Branch Manager (Inbound) is responsible for ensuring smooth branch operations, delivering superior customer service, maintaining operational controls, and ensuring compliance with regulatory and audit requirements. The role involves managing branch servicing activities, customer interactions, cash operations, and process adherence while supporting the Branch Manager in achieving operational excellence
Branch Operations Management
- Ensure smooth day-to-day branch operations and service delivery.
- Monitor branch activities and maintain operational efficiency.
- Ensure timely processing of customer transactions and service requests.
- Support the Branch Manager in implementing operational guidelines and bank policies.
Customer Service & Experience
- Deliver best-in-class customer service and enhance customer experience.
- Manage customer footfall and queue management within the branch.
- Address and resolve customer complaints within specified turnaround times (TAT).
- Build strong customer relationships and ensure high customer satisfaction levels.
Compliance & Risk Management
- Ensure adherence to RBI guidelines, internal policies, and regulatory requirements.
- Monitor compliance with AML, KYC, and operational risk standards.
- Ensure audit observations are addressed and closed within stipulated timelines.
- Maintain branch controls and minimize operational risk
Transaction Authorization & Verification
- Authorize and verify transactions processed by branch staff.
- Ensure accuracy and compliance in account opening and servicing activities.
- Validate documentation and operational processes as per bank standards.
Cash & Vault Management
- Supervise cash operations within the branch.
- Handle foreign exchange and traveller's cheque transactions as per delegated authority.
- Ensure compliance with cash handling and security procedures
Team Support & Development
- Guide and support frontline service staff.
- Ensure adherence to service standards and operational procedures.
- Promote a culture of customer-centricity and process discipline within the branch
Educational Qualification
- Graduate in any discipline from a recognized university.
- Post-Graduation/MBA will be an added advantage.
Experience
- 4 to 6 years of experience in Retail Banking, Branch Operations, Customer Service, or Branch Banking.
- Prior experience in branch operations, compliance, and customer servicing preferred.
Required Skills
- Branch Banking Operations
- Customer Service Management
- AML & KYC Compliance
- Audit & Regulatory Compliance
- Cash Management
- Operational Risk Management
- Complaint Resolution
- Team Handling & Leadership
- Stakeholder Management
- Communication & Interpersonal Skills
