Branch Operation Officer - Connaught Place North 2397-Connaught Place, Delhi, Delhi, India Department NORTH BUSINESS Job posted on Nov 27, 2024 Employee Type Permanent Experience range (Years) 3 years - 6 years 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 customer’s 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 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 • Serve as a point of check for completion of forms/applications, verification of the KYC documents and other document proofs provided by the customer for purposes such as transactions, account opening etc. • 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 man-days/ mandatory training programs for self and reportees • Train the Cashier & CCR on process compliance, service quality and Branch operations Ensure goal-setting, midyear -review and annual appraisal process within specified timelines for self and reportees