Service Delivery Manager /Branch Operation Head with One of leading Bank

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Job Description –(BOM/SDM)

Responsible for daily operations of a full service branch office covering all aspects viz branch operations, lending, , security and safety in accordance with the Bank’s guidelines.

1. Review & monitor AOF rejection cases, account closures, overdue FD & FD maturity data and renewals thereof
2. Scrutinize and verify customer requests, AOFs as per prescribed checklist before dispatching for processing. Informing customers in case of rejections, if any.
3. Driving key Metrics by :
4. Daily checking of common pending folder of the branch and individual employees to ensure that no customer request is pending with the staff along with random drawer audits
5. Maintaining lowest levels of wait-time through :
6. Load balancing among desks
7. Regular monitoring of pending tokens through Admin login
8. Analysis to understand employee level productivity & Daily roistering
9. Leave planning & Training calendar
10. Ensuring adherence to Corporate Attire policy and Grooming guidelines by all staff members
11. Compliance & Risk
12. Ensure operations, risk control and process adherence at branches
13. Branch Audit scores
14. SOAX Audit scores
15. Fraud prevention
16. Ops risk monitoring
17. RBI audits, inspections and incognito visits
18. Branch Profitability
19. Maintain optimal cash holding at branch so as to ensure minimal cost of cash holding
20. Tracking big ticket opex line items in Branch P&L – Rentals, Electricity, Employees etc and taking corrective action if required
21. Ensure timely recovery of interest and service charges
22. Capability Building & Manpower Management
23. Identify training needs
24. Inculcate self learning culture among employees