Job title: Deputy Branch Manager

Location: Mumbai, Thane, Navi Mumbai region

BU/Function : Consumer Banking

Reports to: Branch Manager

Role Details

As a Deputy Branch Manager the incumbent is the custodian of Compliance and providing a seamless servicing experience for the staff working in the branch.

Overall Job Description

1. Delivering superior client experience in the lobby by rendering exemplary levels of customer service there by making banking simple and hassle free for the customer

· Achieve set service delivery standards for the lobby evaluated through Customer satisfaction

survey metrics

· Meeting benchmark Mystery Shopping scores & branch Service score given by the PAQ service

managers

· Display of brochures/ RBI circulars as per requirement

· Educating clients on NBD channels/new products & services

2. Ensuring high responsiveness to customer’s problems. Act in their best interest by providing

timely and qualitative resolution to their issues

· Ensuring all complaints are resolved up to customer satisfaction within 3 days of lodgment by

the CSE team

· Welcome calling to be completed within 3 days TAT for the CSE team

· Equal assignment of the WC interactions across all CSE

· Cross-sell % to be at least at 30% on welcome calling by the CSE team

3. Ensuring high level of knowledge of processes and procedures is maintained for efficient and

accurate handling of customer transactions.

4. Operations and Productivity

· Cash, ATM, Remittances & Deposits

· Clearing

· Account Opening & Closure

. Internal Controls

Education and Work Experience Requirements:

EDUCATION

Essential requirement: Graduate OR Post Graduate

WORK EXPERIENCE

Essential requirement: Minimum 4 to 8 Years of overall experience in Branch Banking Operations

Any specific requirements
• Relevant work experience in the banking industry
• Team Handling is a must

Desired Behavioral / Functional Traits
• Knowledge of Banking products and processes.
• Strong Team Management skills.
• Strong Relationship Management skills.
• Multi-tasking with crisis management capabilities.
• Ability to adapt to change in a fast growing franchise.
• Ability to maintain/attract long lasting client relationships