Hiring for the role of Service Delivery Manager (SDM) for Bank.
Location - Bilaspur -Chhattisgarh, India
Rourkela- Orissa, India
Require any graduate with Min 4 years experience as Branch Operations in banks only.
Job Description Service Delivery Manager (SDM)
The Service Delivery Manager (SDM) is responsible for managing end-to-end branch operations, ensuring efficient service delivery, regulatory compliance, and optimal customer experience while driving branch productivity and profitability.
Key Responsibilities:
1. Branch Operations & Customer Service
- Oversee daily branch operations including account opening (AOF), closures, and deposit management.
- Review AOF rejections, overdue FDs, and ensure timely renewals.
- Scrutinize customer requests and documentation as per prescribed guidelines.
2. Service Excellence & Process Efficiency
- Monitor pending requests across staff to ensure timely resolution.
- Optimize customer wait time through workload distribution and token monitoring.
- Drive productivity through roster planning, performance tracking, and training schedules.
3. Compliance & Risk Management
- Ensure strict adherence to operational processes and regulatory requirements.
- Manage branch audit readiness (internal audits, SOX, RBI inspections).
- Implement fraud prevention and operational risk controls.
4. Branch Profitability
- Optimize cash management to minimize holding costs.
- Monitor branch P&L including key expense heads (rent, utilities, manpower).
- Ensure timely recovery of charges and interest income.
5. Team & Capability Development
- Identify skill gaps and drive training initiatives.
- Foster a culture of continuous learning and high performance.
- Ensure adherence to grooming and corporate conduct standards.
