Branch Operations Manager

Company

HDFC Bank is one of India's premier banks providing a wide range of financial products and services to over 43 million customers. Promoted by Housing Development Finance Corporation (HDFC), India's leading housing finance company, HDFC Bank began operations in 1995 with a simple mission: to be a "World-class Indian Bank"​. With a single-minded focus on product leadership, customer focus and operational excellence, the bank has accomplished this, emerging as a leading player in all its business segments. From a full range of products to the sheer convenience of their delivery, HDFC Bank today has made significant strides in the banking space. It was recognized as India’s Most Valuable Brand for 5 consecutive years in a study conducted by Kantar, a research agency of the WPP group.

Job Role : Branch Operations Manager

Job Purpose : 

• To monitor and supervise all the operational activities of branch on daily basis and ensure satisfactory audit ratings for the branch.
• To ensure error free operations at branch.
• Maintain lobby and ensure all customers are attended.
• Lead management, all the leads entered in CRM and the same has attended properly.
• To ensure the branch customers are adequately serviced and appropriate products sold to them in a customer friendly environment that in turn ensures the branch attains profitability on all parameters with superior customer service and superior cross sell of products

Customer Services

• Lobby Management at branch
• Ensure quality customer services are provided at branch
• Handling Customer Complaints
• Manage irate customers if required or escalated
• Recording complaints as per the specified process
• Resolving all complaints received (self, branch, other units) within the stipulated TAT’s
• Monitor all complaints received and ensure that staff are closing it within TAT
• Monitoring Welcome desk for overcrowding

Branch Operations

• Reviewing E call back report
• Review of ST 044 report
• Review of CH 106 Report Checking
• Monitoring Key register / Password Handover and Takeover at branch
• Monitoring of Tatkal kits issued at branch.
• Monthly verification of gold packets for Gold
• Approval for processing of Funds Transfer / issuance of Cash Withdrawal Slip in absence of cheque
• Monitoring Sign in / Sign out report on daily basis
• Surprise verification of Bulk Stock held at branch / Deliverables held at branch
• Fortnightly surprise verification of branch ATMs.
• Monitoring utility bill payments for the branch.
• Monitor and update 1 Core transaction in portal.
• Tallying and monitoring of suspense account at branch on daily basis
• Monitoring activation of dormant account for branch as per process.
• Monitoring account closures
• Monitoring Stop payments and Hotlisting reports
• Monitoring dummy accounts of branch
• Monitoring of pending register and instructions at branch.
• Sending monthly reports to Zonal office
• Monitoring Blocked accounts at branch
• Monitoring activation of dormant account
• Monthly Locker reconciliation basis BA 126 report
• Maintaining the branch Locker Key
• Confirming the cash deposit stamp to be used by the branch teller on daily basis
• Approval for all retrievals / sending documents to records management vendor.
• Promoting all direct banking channels and ensuring that the customer is utilizing the same
• Maintain the Circular File of the Branch-Downloading of circulars to all staff
• ATM upkeep/ maintenance – ensure as per HDFC standards
• Daily Reports / checking & ensure proper filing done
• All reporting is done on time to the cluster coordinator.- BOM to be responsible
• Ensure smooth functioning of all teller counters
• Ensure that printers/ faxes/Xerox machine / note counting machine – fix accountability for each
• To ensure all mandatory posters are displayed at all times.
• Review of all mandatory reports at branch
• Checking of Account opening forms at branch
• Monitoring of late sitting and Batch closure as per banks time lines. Monitoring LTR & Welcome calling Review Report in place on daily basis
• Effective migration of portfolio customers from physical mode to Digital Platform.
• Ensure all legal and regulatory letters responded on time.
• Surprise verification of all operational area
• To ensure migration of physical transactions both financial and non financial to digital
• To ensure that all process lapses and critical lapses observed in previous audit are adhered and no repeat comments
• Follow up with customers for compliance of Regulatory requirements
• o Form 60/61
• o FATCA / CRS
• o Re-Kyc documents.

Key Skills

• Sales and Influencing Skills
• Banking Product & Process Knowledge
• NRI Product and Regulatory Knowledge
• Planning and Organizing Skills
• Communication
• Knowledge of Competition & Current trends in financial Industry.