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BSL - Lobby Manager

Mumbai, MH
Job Code:
  • Banking & Finance
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Job Details

To meet & exceed all service & process related parameters as laid down by the Bank. To meet & exceed customer expectations with superior customer service. To diligently follow guidelines/process notes issued by the bank in respect branch operations/teller function/clearing operations as the case may be. To be able to successfully probe and understand client needs & requirements in order to be able to effectively cross-sell NBD & 3rd party products of the bank, collection of candid feedback, providing referrals to business etc. Responsibility of AOD checking & keeping the Q & D Ratio of the branch within prescribed benchmarks Scrutinize Custodianship Management Overall responsibility of management of Delegation / Conflict of Interest situations Cheque Referral Management Involving the RMs for necessary confirmation & initiate necessary action Attend clients inside the branch, answer customer queries, coordinate with back office operations & facilitate their transactions as required to ensure total customer satisfaction Escalate any issues/complaints to the business head in a timely manner; Ensure comprehensive compliance with all regulatory and statutory requirements as relevant for various product and services; Participate / Engage in projects in the areas such as automation, process improvements, cycle time reduction, service delivery, transaction processing, cost reduction Guiding customers to the relevant transaction desk during high customer traffic scenarios during branch hours Motivate, coach & develop the lobby staff Manage transactions of bulk nature (cash & non-cash) to facilitate higher efficiency in customer service in specific situations for specific clients/vendors Responsible for effective Queue Management & diversion of transactions to ensure service level TATs are maintained Acquire complete knowledge of deliverable management / application forms so that specific clients may be guided up-front for correct action Play an active role in new products, processes, systems roll out. Ensure that there are Nil write offs / P & L hits on account of operating errors. Ensure that processes laid down are followed in case of contingency. Support the BSDL in preparation of any audit related deliverables i.e. internal / external, ISO, Regulatory, Statutory, etc. Attend to any audit findings and resolve them immediately; Be aware of ISO 90012000 standards & meet/exceed set quality parameters conforming to the standards; Maintain personal discipline (timings, attendance, grooming standards etc) in the office; Act as an effective back up in the absence of peers handling other processes with in the same team. Key SkillsEssential Competencies Excellent communication skills in English & the local language. Must be friendly, creative, optimistic by nature & possess a positive attitude.(helps in building a bond with clients & managing under pressure) Should have general knowledge/awareness of financial services market. Well groomed with a overall pleasing personality Must be a quick with high levels of energy & self-motivation. Flair for sales & customer service Excellent Networking & interpersonal skills Must be very critical about quality delivery of service & enthused about Sales thru Service . Should be open to working flexi hours.Other Skills Fully Conversant with MS Office Market knowledge of Basic Banking Has basic functional knowledge of various financial products being sold in a bank.
Degree: MBA/ PGDM

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 2-4


Finance/Budgeting | Financial Analysis | Funds Management | Investor Relationship
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