Job Description

About Retail Liability Products
The Branch Banking Department at Axis Bank is responsible for managing and growing the bank's deposit base through a diverse suite of products including Savings Accounts, Current Accounts, Term Deposits, and NRI offerings. The department plays a strategic role in driving low-cost deposit mobilization (CASA), enhancing customer experience, and supporting the bank's retail banking objectives. The department collaborates closely with sales, operations, compliance, and technology teams to deliver superior value to customers while maintaining regulatory standards. It is a key contributor to Axis Bank's growth, profitability, and reputation as one of India's most trusted retail banks.

About the Role
Service BROs are entrusted with driving operational excellence within the branch while ensuring a superior and seamless customer service experience. This role demands robust cross-functional collaboration with internal teams and effective engagement with external stakeholders. A deep understanding of banking processes, regulatory compliance,



and industry standards is essential to deliver on both operational and service objectives. The position requires proactive problem-solving, strict adherence to process compliance, and a customer-first approach to enhance service quality and support overall branch performance goals.

Key Responsibilities
.Drive BOHI Score for achievement of BOHI (Branch Operations Health Index) KRIs to maintain operational excellence
.Reduce NFTRs and STOs
Implement strategies to minimize Non-Financial Transaction Requests and Service Turnaround Overruns.
.Higher NPS for Branch Servicing
Enhance customer satisfaction by improving Net Promoter Score (NPS) through superior service delivery.
.STP Adherence
Adoption of Straight Through Processing (STP) journey at branches for operational accuracy.
.Institutionalize DAR Adoption
Promote and embed Digital acknowledge receipt (DAR) practices across branches for bet

📌 Branch:Branch Relationship Officer-Service (Mumbai)
🏢 Axis Bank
📍 Mumbai