Cluster Manager - Branch Operations - CFAB

5-7 years
2 months ago 6 Applied
Job Description

o Manage & control all operational functions of the Branch and define roles and responsibilities clearly for all team members.
o Ensure adequate coordination with centralized operations team to maintain high quality service and customer satisfaction.
o Ensure product awareness among operations team to enable them to handle a walk in customer and guide the operations team to cross sell the companys products to walk in customers
o Accountable for back end operations of the branch and adhere to TAT and SLAs for all operations activities.
o Accountable for accurate cash management and tallying of accounts in the system with the help of tellers and assistant branch managers; ensure compliance of end of day branches reconciliation
o Oversee branches administration activities including coordination with IT, infrastructure, security, secured stationary (operations), unsecured stationary (Admin) and housekeeping
o Ensure process level compliance through accurate document collection from customers and adherence to RBI regulations around KYC, AML, operational risk, customer service, etc. for branch operations
o Ensure consistency with main operations center policies, procedures and workflow, while maintaining market specific practices necessary for competitive edge.
o Partner with sales production staff and other internal/external departments to establish loan performance expectations and monitor quality assurance and timeliness of processing / underwriting / closing workflow
o Stay abreast of changes related to the retail loan industry and bank changes related to the department and suggest changes to processes to ensure compliance.
o Foster collaborate relationships with sales managers to ensure optimal communication and focus between sales and processing.
o Ensure nil critical and repeated audit observations as well as nil open customer complaints beyond defined time lines
o Review operational scorecards to determine root cause of exceptions and detect trends. Identify training opportunities, potential system or process enhancements, and performance development needs.

People Also Considered

Career Advice to Find Better