YES Bank Jobs - Recruitment - Recruitment of Branch Service Delivery Leader | 3066

PostedOn : 27 Feb,2017 | Employment Type : Permanent | Organization : Banks | Expiry : 2018-02-27

Job Title: Branch Service Delivery Leader 

 Account Opening & Maintenance:

a) Monitor the processes for account opening, account maintenance & account closure related formalities as per YBL process.

b) Handle customers’ enquiries and instructions, whilst ensuring that the Bank’s delivery standards are met in achieving total customer satisfaction.

e.g. timely checking of account opening documentation, opening of accounts etc.

c) Ensure adherence to process & documentation standards (e.g., forms/checklists, welcome calling, approvals, etc.)

d) Ensure pro-active & sustained liaison with NOC, Product, Sales RM, etc. where required.

e) Maintain strict vigilance on the quality of forms and documentation provided.

f) Ensure timely follow up with Sales RMs of all BUs for resolution of any outstanding deferrals.

Transactions Related:

a) Ensure all the counters are opened and staff is ready to service client’s

atleast 15 minutes before the customer timings.

b) Ensure proper scrutiny of all transactional documents submitted by the

customer vis-à-vis branch checklist to ensure all that all necessary

documents are submitted by the customer.

c) Support the Business Managers/Business Heads/Financial control team in

preparation of any audit related deliverables i.e. internal /external

concerning a transaction executed for a corporate client.

d) Address all transaction related enquiries i.e. pre, during & post transaction

processing & escalations.

e) Ensure strong monitoring of all transactions in the branch & maintain

accurate / strong MIS for the branch. The same may be needed by the bank

for overall management of branch processes & business planning.

f) Ensure frequent monitoring of all over-aged cases (deferrals, pending

items, etc.) & appropriate escalation of the same in a timely & balanced

manner to the senior management.

g) Ensure that knowledge, skills & capabilities are built across entire team of

BSPs, so as to have internal back ups to ensure that work is not hampered

in by absenteeism or resignations.

3. Service & Quality:

a) Ensure that all people, process, data & systems in the branch are well

attuned to deliver consistent & superior levels of service to all customers.

b) Ensure that adequate records & data pertaining to customer queries and

complaints is maintained & analysed for achieving greater process

efficiency.

c) Ensure daily / weekly monitoring & analyses of various data points &

reports that have bearing on Customer Service & process adherence.

d) Play a pro-active role in new products, processes or systems roll out

impacting the clients.

e) Coordinate with relationship managers and meet / interact with key

clients on a periodic basis to stock take on service levels and customer

satisfaction. Also collate their feedback & suggestions.

f) Ensuring collection of CSS forms on periodic basis and sent to NOC.

g) Responsible for monthly “Branch Service Committee” meetings are held on

07th of each month.

h) Implementation of 5S, ISO 9001:2000, Six Sigma standards & meet/exceed

set quality parameters conforming to the standards.

4. Audit & Compliance:

a) Effectively Support & Handle Branch Audits by Internal, External,

Concurrent, Statutory & RBI auditors.

b) Responsible for implementation of process, policies as per guidelines &

audit rating of the branch.

c) Ensure comprehensive compliance with all internal, regulatory and

statutory requirements as relevant for various product and services from a

branch perspective;

d) Attend to any audit findings and resolve them immediately;

e) Ensuring DCFC checklist is checked thoroughly and signed off on daily

basis.

f) Personally implement & conduct self-audits in the branch (e.g., weekly

sweep audit, etc.) and any anomalies are brought to the notice of senior

management along with mitigating steps initiated.

g) Responsible for sensitizing each BSD team member on adherence of

process & policies. 

 

For More Details: Click Here

 

 


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