Branch Operation Manager (Bhiwani)

POSITION DESCRIPTION JOB TITLE : Branch Operation Manager GRADE : M/SM DEPARTMENT : Branch Banking LOCATION : Branch SUB-DEPARTMENT : NA TYPE OF POSITION : Full time REPORTS TO : Sr. Branch Manager/Branch Manager REPORTING INTO Cashier CCR Aadhar Officers ROLE PURPOSE & OBJECTIVE This role is responsible for day to day operational and administrative activities in the branch which include coordination with IT, infrastructure, security, secured stationary (operations), unsecured stationary (Admin) and housekeeping. Accountable for quality customer service within stipulated time frame while adhering to regulatory and procedural compliance. Responsible for coordination of audits at the branch and availability of requisite resources in the branch without affecting regular branch business. SIZE OF THE ROLE FINANCIAL SIZE NON-FINANCIAL SIZE Daily cash transaction CRL Limit Branch Audit Cheque stoppage/bounce Aadhaar enrolment Generate quality sales leads Handling of both internal and external queries Customer Service KEY DUTIES & RESPONSIBILITIES OF THE ROLE Business Take overall responsibility for administration and control of the branch operations, including its infrastructure and personnel Handle walk-in sales in absence of liabilities/assets sales personnel Drive leads from walk-in customers Handle walk-in sales in absence of liabilities/assets sales personnel Oversee adherence to customers life event management at branch Customers Handle walk-in customers in the absence of the CCR; build & manage robust relationships with the customers by providing exceptional customer service Ensure customers are assisted/educated to use ATMs and motivate them to use ATMs for smaller transactions Ensure adherence to TAT for all branch transaction, grievance redressal and customer queries Address customer complaints and queries escalated by branch staff in a timely manner (Tracking and reporting); ensure reduction in customer complaints over a period of time Inter .