- Provide Service and Operations support to the branch customers of the region.
- Ensure that DB standards with respect to Customer Service, Compliance, Operations and Corporate Security are adhered to.
- Ensure total compliance of all regulatory and compliance guidelines (both internal and external).
- Single point contact for Branch Operations and Service of the region.
- Operations Representative at the region
Your key responsibilities
- Supervise all Branch Customer service related activities at the region.
- Ensure that all branch transactions are processed accurately and timely.
- Responsible for maintaining customer complaints/request records at the branches.
- Responsible for Overall Customer Service at the branch. Measured through:
- Customer complaints pertains to the branch.
- Service Request Pending.
- Other source of information such as customer service survey.
Business Support:
- Source leads/referrals from walk-in/existing customers and minimize time lag between referral & closure of business.
- Ensure achievement as per Service Score Card on deepening the non qualified customers through customer contact management.
- Structured service call for all the new to bank customers and qualified/non qualified customer base.
Operations and Controls:
- Manage all operations related activities at the region
- Gate keeping for account opening, Demat account opening, Insurance and Investment forms.
- Suspense Account Monitoring.
- Daily Report Monitoring.
- KYC Regularization and KYC Renewal monitoring.
- Minimize /control Ops Loss.
- Conduct training for Sales/Frontline staff on KYC and other key operational processes.
- Dissimilation of Key Operational circulars to the front office staff.
- Responsible for ensuring Fee/Charges from customers are levied for transactions processed at the branches and any exceptions are reported.
- Ensure satisfactory audit rating in all internal as well as external audits.
- Ensure that all branch transactions are processed accurately and timely.
- Training and Development of Operations and Service Resources
- Ensure proper tracking, responses and closures of all Customer Complaints within the committed TAT's.
Your skills and experience
- Should have an experience of at least 15 years in the Banking Industry wrt to Customer Service and Banking operations
- Should possess the skill sets to handle customer queries and complaint resolution and keep upto customer commitments
- Should be well versed knowledge on Banking processes pertaining to day to day operations and rules
- Strong inter-personal skills and leadership ability, which encourages and promotes enthusiasm and team spirit
