ROLE PURPOSE & OBJECTIVE
This role is responsible for day to day operational and administrative activities in the branch which include coordination with IT, infrastructure, security, secured stationary (operations), unsecured stationary (Admin) and housekeeping.
Accountable for quality customer service within stipulated time frame while adhering to regulatory and procedural compliance.
Responsible for coordination of audits at the branch and availability of requisite resources in the branch without affecting regular branch business.
SIZE OF THE ROLE
FINANCIAL SIZE
NON-FINANCIAL SIZE
Daily cash transaction
CRL Limit
Branch Audit
Cheque stoppage/bounce
Aadhaar enrolment
Generate quality sales leads
Handling of both internal and external queries
Customer Service
KEY DUTIES & RESPONSIBILITIES OF THE ROLE
Business
Take overall responsibility for administration and control of the branch operations, including its infrastructure and personnel
Handle walk-in sales in absence of liabilities/assets sales personnel
Drive leads from walk-in customers
Handle walk-in sales in absence of liabilities/assets sales personnel
Oversee adherence to customer’s life event management at branch
Customers
Handle walk-in customers in the absence of the CCR; build & manage robust relationships with the customers by providing exceptional customer service
Ensure customers are assisted/educated to use ATMs and motivate them to use ATMs for smaller transactions
Ensure adherence to TAT for all branch transaction, grievance redressal and customer queries
Address customer complaints and queries escalated by branch staff in a timely manner (Tracking and reporting); ensure reduction in customer complaints over a period of time
Inter
📌 Branch Operation Manager (Gorakhpur)
🏢 Ujjivan Small Finance Bank
📍 Gorakhpur
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