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Regional Manager Branch Operations

Bengaluru, KA
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  • Banking & Finance
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Job Details

JOB SUMMARYEstablish and continuously improve processes and SLAs across the branch operations ensuring alignment with the corporate strategy, policies, internal controls and standardsImplement and Monitor branch operations strategy for the regionEnsure 100% regulatory and process compliance at branches for the regionMonitor branches operations team's performanceProvide guidance for process improvement and communicate updates on new processes/system3. RIMARY RESPONSIBILITIESBusinessImplement approved operations policies and processes;Recommend Process improvementsDevelopment of branch operations budget for the regionVariances against budget should be reported to Head-Operations on a periodic basisAccountable for overall control of branch operations and administrationCoordinate with regional heads across functions to resolve critical issues and process improvementsCustomerAnalyze C-Sat scores at the regions periodically and identify the related process bottlenecksRecommend changes in processes in consultation with Head - OperationsTrain branch operations' team on efficient and courteous customer serviceAnalyze channel usage data and provide valuable inputs to stake holders for optimum usageEnsure adherence to TAT for all branches transaction, grievance redressal and customer queriesInternal ProcessOversee management and tallying of GL accounts in the system;Ensure end of day reconciliation for branches for the regionEnsure compliance on KYC , AML and Regulatory related complianceEnsure adherence to timelines for branch level risk and compliance reporting across all branches in respective regionProcess level Gaps/Issues/Audit findings Accountable for the timely follow-up and closure of issues raised in Audit and design action plan for minimizing similar lapsesResolve escalations pertaining to ATM downtime; cash reconciliation and customer grievancesRegular review of existing process to suggest changes to enhance customer experience at BranchClosely work with Regional Operations Manager to ensure delivery within SLALiaison with regional heads for resolving escalations and thus ensure seamless branch operationsCoordinate with regional heads of support functions on escalated issues from branchLearning & PerformanceGuide/train the team on Process , Compliance and Update on ChangesDevelop an action plan for low performance branches to ensure higher process complianceEnsure that the Branch Operations team maintain the highest standards of professional conduct, ethics, integrity, and control in execution of all their daily operationsEnsure adherence to training man-days/ mandatory training programs and recommend identify new areas for training & development for self and teamEnsure goal-setting, midyear -review and annual appraisal process happens within specified timelines for self and reportees4. KEY INTERACTIONS(Who does this position interact with on a regular basis to perform this role?)Internal Interface External InterfaceRegional Admin Manager External auditorsRegional Operations Manager RegulatorsRegional ORM Officer Regional IT Manager (Service Desk) Regional Audit manager Regional HR 5. PERFORMANCE METRICSPerspective Key Result Area Key Performance IndicatorBusiness Business Growth Regional Branch Business ProfitabilityCustomer Customer Satisfaction Number of customer complaints escalated/C-Sat score pertaining to branch operations% transactions(account opened/waiting time) beyond TATInternal Process Regulator Satisfaction Aggregated audit rating across branchesNumber of Compliance/Audit deviations related to operationsOperational Efficiency Adherence to Operations Budget (Plan vs Actual)Learning & Performance Employee Retention Rate % staff attrition in the operations team for the regionCapability Building Training man-hours attended for self and teamPerformance Management Adherence to timelines for completion of PMS for self and reportees6. ROLE REQUIREMENTSDesired Qualification Graduate in Commerce/Business/Economics or related subjects with good analytical skills and experience in banking operations Post-graduate qualification is preferred.Desired Experience 8-10 years of experience in back office banking operations including at least 3 years in position of progressively increasing managerial responsibilities. Certification in business process management or quality standards is preferred7. FUNCTIONAL KNOWLEDGE AND SKILLS(Knowledge and skills needed for satisfactory performance of the job)Knowledge of banking related compliance/regulatory requirementsKnowledge of banking business & operationsGood Understanding of Core Banking SystemAbility to focus on operational efficiencyKnowledge of transaction monitoring and reconciliationVendor Management8. BEHAVIOURAL COMPETENCIESSystem and process orientationTraining capabilityQuality orientationProblem-solving abilityCustomer Service OrientationTeam management(Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the primary responsibilities and agreed between the incumbent, Reporting Manager and HR.)
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: 8-10


Bank Assurance | Banking -General | Claims/Collection Mgmt | Debt Issue Mgmt
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