Job Title
Branch Operations Manager
Business Unit
Retail Branch Banking
Reporting To
Branch Manager
Job Function and Role Type
Sales/Operations
Version No
Job Purpose
Monitor and supervise branch operations to ensure error-free processes and satisfactory audit ratings. Provide superior customer service and drive branch profitability through effective operations and cross-selling.
Key Responsibilities
Customer Services
Manage lobby and ensure customer attendance.
Handle and resolve customer complaints within TAT.
Monitor welcome desk to prevent overcrowding.
Branch Operations
Ensure Branch Operations responsibilities are completed.
Branch Efficiency
Review operational reports and ensure compliance.
Monitor branch ATMs and locker operations.
Ensure timely reporting and adherence to audit requirements.
Monitor hygiene and activation parameters.
Ensure improvement in customer engagement metrics.
Update alerts and ensure compliance.
Digitization
Migrate physical transactions to digital platforms.
Promote digital adoption among customers.
Marketing Activities
Ensure branch merchandising aligns with guidelines.
Maintain branch administration and housekeeping standards.
Education:
Graduate, Postgraduate preferred.
Certifications:
AMFI Certification (Optional), IRDA Certification (Optional), NCFM Certification (Optional).
Key Competencies
Sales and influencing skills, banking product knowledge, planning and organizing, communication, knowledge of competition.
Major Stakeholders
Customers, Branch Banking Team, Operations, Product Teams, Insurance CAM, Third-Party Product Teams.
