Job Description
Role Responsibilities
• Approve daily transactions for selected products as applicable (e.g. traveler&rsquos cheques, cashier&rsquos orders, currency exchange, merchant services, safe boxes) as well as transactions exceeding specified teller limits
• Manage Service Delivery – observe queue time and length take action as needed to capacitize serving counters and/or managing customer traffic. Ensure that branch premises are maintained to the specified standard. Manage or recommend workflow changes for greater efficiency, improve turn around time
• Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
• General Reconciliation and Compliance Activities (may be individually assigned) which may typically include:
• Dual control of Cash functions
• Control of Security stationary, deliverables
• Review of processing entries and vouchers
• Follow-up with customers for returned deliverables as applicable (eg. cheque-books/ cards/ Pins/ Combi packs, etc)
• Review of reconciliation proofs for daily control as well as surprise audit proofing
• Preparation of service quality and productivity management reports and other regulatory returns
• Rectification of internal control issues
• Ensure satisfactory ratings in all internal/external audits conducted at the branch
• Ensure compliance to all Operations health documents like KCD/KRI/OPS manual, process notes and circulars issued from time to time. Perform regular KCS checks mandated. Mandatory reporting of KRIs and teller productivity
• Ensure timely and accurate submission of all returns both internal and statutory for sales and service
• Ensure a proper control of Keys, combination settings and passwords that protect cash & valuables.
• Ensure accurate and timely processing of all customer instructions as per applicable processes/ circulars
• Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD and Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported as per guidelines
• Staff Supervision, Coaching and Training: daily organization of workflow/ breaks and staff levels and coaching/ training where necessary for improved performance
• Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff
• Achieve high employee engagement and satisfaction. Ensure optimum teller productivity
• Contribute to branch performance through referrals, efficient customer service, effective operations controls
• Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
• He/She is aware of bank&rsquos Mis-selling & Sales Policies and ensure adherence all the times.
• Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance
• Responsible for health and safety for all. As part of the Health and Safety guidelines you should:
• Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions Co-operate with Management to support and promote Health and safety in the workplace
• Ensure that your actions do not put others at risk Work in a healthy and safe manner
• Encourage others to work in a healthy and safe manner
• Report all accidents and incidents and bring to the attention of the management
• Approve daily transactions for selected products as applicable (e.g. traveler&rsquos cheques, cashier&rsquos orders, currency exchange, merchant services, safe boxes) as well as transactions exceeding specified teller limits
• Manage Service Delivery – observe queue time and length take action as needed to capacitize serving counters and/or managing customer traffic. Ensure that branch premises are maintained to the specified standard. Manage or recommend workflow changes for greater efficiency, improve turn around time
• Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
• General Reconciliation and Compliance Activities (may be individually assigned) which may typically include:
• Dual control of Cash functions
• Control of Security stationary, deliverables
• Review of processing entries and vouchers
• Follow-up with customers for returned deliverables as applicable (eg. cheque-books/ cards/ Pins/ Combi packs, etc)
• Review of reconciliation proofs for daily control as well as surprise audit proofing
• Preparation of service quality and productivity management reports and other regulatory returns
• Rectification of internal control issues
• Ensure satisfactory ratings in all internal/external audits conducted at the branch
• Ensure compliance to all Operations health documents like KCD/KRI/OPS manual, process notes and circulars issued from time to time. Perform regular KCS checks mandated. Mandatory reporting of KRIs and teller productivity
• Ensure timely and accurate submission of all returns both internal and statutory for sales and service
• Ensure a proper control of Keys, combination settings and passwords that protect cash & valuables.
• Ensure accurate and timely processing of all customer instructions as per applicable processes/ circulars
• Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD and Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported as per guidelines
• Staff Supervision, Coaching and Training: daily organization of workflow/ breaks and staff levels and coaching/ training where necessary for improved performance
• Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff
• Achieve high employee engagement and satisfaction. Ensure optimum teller productivity
• Contribute to branch performance through referrals, efficient customer service, effective operations controls
• Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
• He/She is aware of bank&rsquos Mis-selling & Sales Policies and ensure adherence all the times.
• Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance
• Responsible for health and safety for all. As part of the Health and Safety guidelines you should:
• Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions Co-operate with Management to support and promote Health and safety in the workplace
• Ensure that your actions do not put others at risk Work in a healthy and safe manner
• Encourage others to work in a healthy and safe manner
• Report all accidents and incidents and bring to the attention of the management
💡 Quick Summary
Seeking a career-building opportunity? The Manager| Branch Operations position is now open for candidates interested in the Bank Jobs sector. This role in Pune offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
