Branch Operation Officer

Branch Operation Officer-Branch Banking (Sohna Road, Gurugram): North 234+-Sohna Road, Gurgaon, Haryana, India • Department NORTH BUSINESS Job posted on Mar 5, 2026 Employee Type Permanent Experience range (Years) 3 years 10 years I. • Department NORTH BUSINESS Job posted on Mar 5, 2026 Employee Type Permanent Experience range (Years) 3 years 10 years I. • Department NORTH BUSINESS Job posted on Mar 5, 2026 Employee Type Permanent Experience range (Years) 3 years 10 years I. • Department NORTH BUSINESS Job posted on Mar 5, 2026 Employee Type Permanent Experience range (Years) 3 years 10 years I. • Department NORTH BUSINESS Job posted on Mar 5, 2026 Employee Type Permanent Experience range (Years) 3 years 10 years I. • Department NORTH BUSINESS Job posted on Mar 5, 2026 Employee Type Permanent Experience range (Years) 3 years 10 years I. • Department NORTH BUSINESS Job posted on Mar 5, 2026 Employee Type Permanent Experience range (Years) 3 years 10 years I. JOB TITLE Branch Operations Officer GRADE UJJD DEPARTMENT Branch Banking LOCATION Ujjivan Branch SUB-DEPARTMENT Operations TYPE OF POSITION Full-time REPORTS TO Sr. Branch Manager/Branch Manager REPORTING INTO Cashier CCR Aadhar Officers II. 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. III. SIZE OF THE ROLE • FINANCIAL SIZE NON-FINANCIAL SIZE IV. KEY DUTIES & RESPONSIBILITIES OF THE ROLE Business • Take overall responsibility for administration and control of the branch operations, including its infrastructure and personnel • Handle walkin sales in absence of liabilities/assets sales personnel • Drive leads from walkin customers • Handle walkin sales in absence of liabilities/assets sales personnel • Oversee adherence to customer's life event management at branch Customers • Handle walkin 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 Internal Process • Joint custodian of cash, Branch keys/vault/lockers; ensure all secured stationary are in stock and tracks usage • Accountable for cash transactions in the branch including aspects such as cash management, tallying of cash with reports in system & vouchers and maintenance of registers for cash transactions and reconciliation of day end ledgers with the help of cashier • Approve/authorize transactions as required, check and ensure genuineness of the documents provided by the customers • Take overall responsibility for housekeeping, physical infrastructure and IT infrastructure • Responsible for coordination of functioning and replenishment of cash in the Branch ATMs (to be decided post finalization of ATM operating model) • Coordinate activities with Regional-Fund Transfer Unit and Branch Monitoring teams • Coordinate with the internal and external audit team in carrying out the periodic Branch audits; formulate and review progress against action plans to address the deviations found in Branch operations and service quality • To ensure strict adherence to regulatory compliances in running the branch and report deviations to CRM, perform the role of operations risk and compliance representative at the branch and report to regional OR & compliance managers Learning & Performance • Maintain up to date & working knowledge of products/services offered in the branch. • Ensure adherence to training mandays/ mandatory training programs for self and reportees • Train the Cashier & CCR on process compliance, service quality and Branch operations • Ensure goalsetting, midyear review and annual appraisal process within specified timelines for self and reportees V. MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS Educational Qualifications UG - Any Graduation preferably in commerce discipline / Post Graduation with Finance specialization Experience Minimum 3-6 years' experience in handling Banking/NBFC Operations catering to liabilities and assert products Certifications Functional Skills • Systematic; meticulous and timely customer service • Process Orientation • Multitasking ability • Knowledge of liabilities & asset products • Compliance Orientation • Technology Adept • Training Skills Behavioral Skills • Communication skills fluent in local language & English • Managing Customer Relations • Process Orientation • People orientation • Training skills • Willingness to travel & relocation as per business requirements and career opportunities Competencies Execution Managing Relationships Influencing Decision Making VI. KEY INTERACTIONS INTERNAL EXTERNAL • Regional operations department • Cluster operations department • State HR • Admin & Infra team • Internal Audit department • IT • Neighbouring banks • BCs