RBB|PB Authoriser

1. Lobby Management
a. Queue handling
2. Branch Administration including house keeping, upkeep, etc
3. Ensure quality customer service is delivered
a. Manage irate customers if required or escalated
4. Recording complaints as per the specified process
5. Resolving all complaints received (self, branch, other units) within the stipulated TATs
a. Monitor all complaints received and ensure that staff are closing it within the TAT
b. Improve customer communication on closures
c. Check with customers if the process of complaint has been managed well
6. Preventive complaint management
a. Asking for feedback from customers, who are not complaining
b. Discussing with staff the importance of getting feedback from customers on a regular basis
7. Promoting all direct banking channels and ensuring that the customer is utilizing the same
a. Check back on recent customers registered to DBC channel and give any specific help required
b. Monitor PB, PB-WD are selling aiding customers and are actively selling DBC services
8. Responsibility of opening the customer account within the TAT.
a. Ensure that all PBs are dressed as per the dress code & grooming standards.

D. Operations:

1. As vault custodian is responsible for all related process checks
2. Joint custodian for sys-admin and setup within the branch
a. Ensure that password sharing does not happen
3. Checking of all account opening forms and authorizing the same before it being sent to CPU
a. Monitor CPU TATs
b. Ensure certification of documentation required for opening and maintaining customer accounts
c. Exceptions
d. Check Dummy a/c monitoring
4. Error free documentation for all account opening and all customer instructions (Stop payments, FD Closure, etc)
a. Monitor and audit internally if this is being followed by all concerned sales staff
5. Maintaining Tatkal kits as per laid down process
6. Monitor lockers allocation and all other related operations
7. Submission of daily e-schedule indicating the third party sales done
8. Updation of LTS for the asset leads generated
a. Monitor the same for all PBs
+. Updation of weed-out database on the portal
10. Authorise all PB transactions and ensure that proper process has been followed
11. Check all finware reports and action the same (CH 123, CH 167, BA 001, CH 180, ST 044, ST 043, SM 108, etc)
12. Monitoring branch stationery (other than security stationery) requirement and ensure that the same has been indented for.
13. Ensure that Branch batch is closed within 3 hrs of closure of branch limit.
14. Checking of deliverable tally register
15. All death claims to be settled within 15 days of submission of all documents
16. Interface Entries: To ensure that all interface entries are authorized within the TAT and no entry is left unauthorized.
17. Instant Accounts: To ensure that all instant a/cs are activated within 48 hours of dispatch
18. Corporate salary A/Cs to be sent to CPU only after thorough scrutiny of documents. To ensure that there are no discrepancy in these A/Cs so that there are no delay in activation

E. Marketing Activities:

1. Ensure that the branch have banners, collaterals, pamphlets as per the merchandising manual
2. Ensure that 5-S norms are adhered to for all workstation including self

F. Staff Management:

1. Ensure that all staff are adequately trained on the Products of the bank and sales process
2. Ensure that all staff are trained on the process to be followed (including amendment with new circulars)
3. Monitor Staff productivity and give guidance on improving the same in conjunction with the BM
4. Ensure that all PBs are sent for class room training on a regular basis