Branch Service Delivery Leader

Branch Service Delivery Leader

11 Aug
Yes Bank Ltd

11 Aug

Yes Bank Ltd


Job Description

Branch Service Delivery Leader - ( COR0000LL )


1. Account Opening & Maintenance:
a) Monitor the processes for corporate account opening, account maintenance
& account closure related formalities as per YBL process.
b) Handle corporate customers enquiries and instructions, whilst ensuring
that the Banks 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.

Maintain strict vigilance on the quality of forms and documentation
f) Principal responsibilities include managing existing and new corporate &
retail clients to maximize relationship building.
g) Responsible for offering complete financial solutions to corporate clients
including trade finance services, cash management BTI, Escrow, IWDW
& others.
2. Transactions Related:
a) Ensure proper scrutiny of all transactional documents submitted by the
customer vis--vis branch checklist to ensure all that all necessary
documents are submitted by the customer.
b) 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.
c) 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.
d) Ensure that knowledge, skills & capabilities are built across entire team of
Corp BSPs, so as to have internal back ups to ensure that work is not
hampered in by absenteeism or resignations.
e) Provide support to relationship managers & product sales managers for
servicing corporate & retail clients meet clients where required, answer
customer queries, coordinate with back office operations & facilitate their
Strictly Confidential Page 2 of 3 Yes Bank Ltd.
transactions as required to ensure total customer satisfaction.
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 corporate
b) Ensure that adequate records & data pertaining to corporate 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) Implementation of 5S, ISO 9001:2000, Six Sigma standards & meet/exceed
set quality parameters conforming to the standards.
e) Responsible for handling customer enquiries and instructions, whilst
ensuring that the Banks delivery standards in achieving total customer
satisfaction are met.
f) Monitoring health of the customer accounts; & ensure timely escalation of
issues impacting business and possible solutions to address the concerns.
4. Audit & Compliance:
a) Effectively Support & Handle Branch Audits by Internal, External,
Concurrent, Statutory & RBI auditors.
b) Responsible for sensitizing each CSD team member on adherence of
process & policies.
5. Others:
a) Maintain highest levels of discipline (punctuality, attendance, grooming
standards etc) in the office;
b) Define goals & performance parameters for the team & guide/coach them
in achieving the same. Ensure that the team understands the goals of the
bank, the branch and also of other colleagues in the branch.
c) Provide constructive feedback; identify training & development needs of
the team & conduct training at frequent intervals to meet the training
d) Lead, motivate, coach & develop staff. Conduct cross functional trainings
within & across teams there by creating effective back up with in the team;
e) Ensure timely escalation of issues that is impacting business and possible
solutions to address the concerns to the CSDL.
f) Must be thorough with banking processes, regulations & guidelines across
retail products.
g) Play an active role in new products, processes, systems roll out. Comply
with bank policies and procedures to ensure safety and security of bank's
and customer's assets
h) Be involved in staff recruitment and appraisals.


Graduate, Post Graduate, MBA, CA, Engineer from a recognized
university/premium business schools.
AMFI/NCFM/IRDA/JAIIB/CAIIB & such relevant certifications will be
an added advantage.
Certification on quality programs i.e., Six Sigma, ISO, 5S, Kaizen, etc. will
be an added advantage.
Past Experience:
6-12 years of work experience in Banking & Financial Services
Organizations of which minimum 3 years has to be in Banking Operations
or Corporate Service Roles.
Minimum 2 years should be in leadership role handling team.

Primary Location : India-Maharashtra-Mumbai

Work Locations : Seepz Andheri

Ahura Centre Shop no 19 and 20 Ground Floor Mahakali Caves Road Andheri East Mumbai - 400 093.

MUMBAI 400093

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