Account Opening & Maintenance : Processes account opening, account maintenance & account closure related formalities as per YBL process Handles 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. Ensures adherence to process & documentation standards (e.
g.,forms / checklists, welcome calling, approvals, etc.) Ensures pro-active & sustained liaison with NOC, Product, Sales RM, etc.
where required Maintains strict vigilance on the quality of forms and documentation provided Ensures timely follow up with Sales RMs of all BUs for resolution of any outstanding deferrals.
Transactions : Ensures 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.
Addresses and resolves all transaction related enquiries Ensures strong monitoring of all transactionsService & Quality : Ensures that adequate records & data pertaining to customer queries and complaints is maintained & analyzed for achieving greater process efficiency Ensures daily / weekly monitoring & analyses of various data points & reports that have bearing on Customer Service & process adherence.
Confidential Page 86 of 130 Coordinates with relationship managers and meet / interact with key clients on a periodic basis to stock take on service levels and customer satisfaction.
Ensuring collection of CSS forms on periodic basis and sent to NOC. Implementation of 5S, ISO 9001 : 2000, Six Sigma standards & meet / exceed set quality parameters conforming to the standards.
Audit & Compliance : follows all process, policies as per guidelines & audit rating of the branch Ensures comprehensive compliance with all internal, regulatory and statutory requirements as relevant for various product and services from a branch perspective Attends to any audit findings and resolves them immediately as applicableOthers : Maintains highest levels of discipline (punctuality, attendance, grooming standards etc) in the office Ensures timely escalation of issues that is impacting business and possible solutions to address the concerns to the BSDL.
Manages Local Vendors / agency relationships to ensure smooth execution of transaction Completes Branch upkeep & maintenance and control over the cost Self-
Management Responsibilities Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are monitored and achieved during the course of the year.
Takes ownership of his / her own learning agenda by identifying development needs in consultation with the reporting manager and working towards bridging the gaps through various means which go beyond just training.
Understands the competencies relevant to his / her role, and works towards displaying as well as developing these effectively.
Keeps abreast of relevant professional / industry developments, new techniques and current issues through continued education and professional networks.
Risk and Internal Control Responsibilities Follows risk policy and processes to mitigate the operational, regulatory, financial, informational, reputational and audit risks as instructed by the departmental manager.
Executes the established internal control systems and compiles relevant information for departmental audits, as necessary.
KNOWLEDGE Minimum Qualifications Bachelor’s degreeConfidential Page 87 of 130Professional Certifications AMFI / NCFM / IRDA / JAIIB / CAIIB & such relevant certifications will be an added advantage Language Skills Written and spoken English is essential EXPERIENCE Years of Experience A minimum of 1 year of relevant experience Nature of Experience Prior experience in BFSI Sector