REPORTS TO - Sr.Branch Manager/Branch Manager

REPORTING IN TO

Cashier

CCR

Aadhar Officers

ROLE PURPOSE & OBJECTIVE

- Thisrole is responsible for dayto day operational and administrative activities in the branchwhich include coordination with IT, infrastructure, security,secured stationary (operations), unsecured stationary (Admin) and housekeeping.

- Accountablefor quality customer service within stipulated time frame while adhering to regulatory and procedural compliance.

- Responsiblefor coordination of audits at the branch and availability ofrequisite resources in the branch without affecting regular branch business.

SIZEOF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

- Daily cash transaction
- CRLLimit
- Branch Audit

- Cheque stoppage/bounce
- Aadhaar enrolment
- Generatequality 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 thebranch operations, including its infrastructure and personnel
- Handle walk-in sales in absence of liabilities/assets sales personnel
- Driveleads from walk-in customers
- Handlewalk-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 & managerobust relationships with the customers by providing exceptionalcustomer service
- Ensurecustomers are assisted/educated to use ATMs and motivate them touse ATMs for smaller transactions
- Ensureadherence to TAT for all branch transaction, grievance redressaland customer queries
- Addresscustomer complaints and queries escalated by branch staff in atimely manner (Tracking and reporting); ensure reduction incustomer complaints over a period of time

Internal Process

- Jointcustodian of cash,



Branch keys/vault/lockers; ensure all securedstationary are in stock and tracks usage
- Accountablefor cash transactions in the branch including aspects such ascash management, tallying of cash with reports in system &vouchers; and maintenance of registers for cash transactions andreconciliation of day end ledgers with the help of cashier
- Approve/authorizetransactions as required, check and ensure genuineness of thedocuments provided by the customers
- Serveas a point of check for completion of forms/applications,verification of the KYC documents and other document proofsprovided by the customer for purposes such as transactions,account opening etc.
- Takeoverall responsibility for housekeeping, physical infrastructureand IT infrastructure
- Responsiblefor coordination of functioning and replenishment of cash in theBranch ATMs (to be decided post finalization of ATM operatingmodel)
- Coordinateactivities with Regional-Fund Transfer Unit and Branch Monitoringteams
- Coordinatewith the internal and external audit team in carrying out theperiodic Branch audits; formulate and review progress againstaction plans to address the deviations found in Branch operationsand service quality
- Toensure strict adherence to regulatory compliances in running thebranch and report deviations to CRM, perform the role ofoperations risk and compliance representative at the branch andreport to regional OR & compliance managers

Learning & Performance





- Maintainup to date & working knowledge of products/services offeredin the branch.
- Ensureadherence to training man-days/ mandatory training programs forself and reportees
- Trainthe Cashier & CCR on process compliance, service quality andBranch operations
- Ensuregoal-setting, midyear -review and annual appraisal process withinspecified timelines for self and reportees

MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational Qualifications

- UG- Any Graduation preferably in commerce discipline / Post Graduation with Finance specialization

Experience

- Minimum 3-6 years experience in handling Banking/NBFC Operations
- catering to liabilities and assert products

Functional Skills

- Systematic;meticulous and timely customer service
- Process Orientation
- Multitaskingability
- Knowledgeof liabilities & asset products
- Compliance Orientation
- Technology Adept
- Training Skills

Behavioral Skills

- Communicationskills - fluent in local language & English
- Managing Customer Relations
- Process Orientation
- People orientation
- Training skills
- Willingness to travel & relocation as per business requirements andcareer opportunities

Competencies

- Execution
- ManagingRelationships
- Influencing
- DecisionMaking

KEY INTERACTIONS

INTERNAL / EXTERNAL

- Regionaloperations department
- Clusteroperations department
- StateHR
- Admin& Infra team
- InternalAudit department
- IT

- Neighbouringbanks
- BCs & cash management agencies
- ExternalAudit department

Location - Ajmer,Kota,Jaipur,Jodhpur,Palin,Hisar,Ganganagar,Bathinda,Ludhiana,Chandigarh,Vikas,Nagar,Kaithal,Nagda,Barara,Mathura,Hathras,Fatehabad,Gwalior,Alwar,Sangamner,Raipura,Kidwai,Kanpur,Varanasi,Chowk,Lucknow,Dwarka,Recent Delhi,Bareilly,Gorakhpur,Jhalawar,Panchkula,Basti,Rudrapur,Fazilka,Dhar,Shikohabad,Firozabad,Samalkota,Panipat,Kishangarh,Palwal,Durg,Sonipat

📌 Branch Operation Manager (Kota)
🏢 Ujjivan Small Finance Bank
📍 Kota