Role & responsibilities
- Processes account opening, account maintenance & account closure related formalities as per YBL process
- Handles customers enquiries and instructions, whilst ensuring that the Banks delivery standards are met in achieving total customer satisfaction. e.g. timely checking of account opening documentation, opening of Accounts etc.
- Ensures adherence to process & documentation standards (e.g. forms/checklists, welcome calling, approvals, etc.)
- Ensures pro-active & sustained liaison with NOC, Product, Sales RM, etc. where required
- Maintains strict vigilance on the quality of forms and documentation provided
- Ensures timely follow up with Sales RMs of all BUs for resolution of any outstanding deferrals. Transactions:
- Ensures 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 customer.
- Addresses and resolves all transaction related enquiries
- Ensures strong monitoring of all transactions Service & Quality:
- Ensures that adequate records & data pertaining to customer queries and complaints is maintained & analyzed for achieving greater process efficiency
- Ensures daily / weekly monitoring & analyses of various data points & reports that have bearing on Customer Service & process adherence.
- Coordinates 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. Audit & Compliance:
- follows all process, policies as per guidelines & audit rating of the branch
- Ensures comprehensive compliance with all internal, regulatory and statutory requirements as relevant for various product and services from a branch perspective
- Attends to any audit findings and resolves them immediately as applicable Others:
- Maintains highest levels of discipline (punctuality, attendance, grooming standards etc.) in the office
- Ensures timely escalation of issues that is impacting business and possible solutions to address the concerns to the DBM.
- Manages Local Vendors /agency relationships to ensure smooth execution of transaction • Completes Branch upkeep & maintenance and control over the cost.
People Management or Self-Management
Responsibilities
- Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are monitored and achieved during the course of the year.
- Takes ownership of his/her own learning agenda by identifying development needs in consultation with the reporting manager and working towards bridging the gaps through various means which go beyond just training.
- Understands the competencies relevant to his/her role and works towards displaying as well as developing these effectively.
- Keeps abreast of relevant professional/industry developments, new techniques and current issues through continued education and professional networks.
Risk and Internal Control
Responsibilities
- Follows risk policy and processes to mitigate the operational, regulatory, financial, informational, reputational and audit risks as instructed by the departmental manager.
- Executes the established internal control systems and compiles relevant information for departmental audits, as necessary.
