PURPOSE OF THE ROLE :

The role is responsible for driving seamless customer experience and operational excellence at the branch level. The role ensures smooth delivery of front-end banking services, adherence to compliance and regulatory standards, and effective management of branch operations across multiple functions such as Trade Finance, GBO (General Banking Operations), and customer servicing.

Key responsibilities include

- Customer Service & Experience: Lead customer-facing operations at the branch, ensuring prompt resolution of queries, timely

transaction processing, and consistent delivery of high service standards.
- Operational Excellence: Oversee end-to-end branch processes, including account opening, trade finance, GBO activities, and

transaction management, while ensuring zero error operations and adherence to TATs.
- Compliance & Governance: Ensure strict compliance with regulatory guidelines, audit standards, and internal policies. Proactively

identify risks, implement process controls, and address audit observations.
- Process Improvement: Drive efficiency through automation, digitization, and continuous process re-engineering, reducing costs

and enhancing productivity.
- Stakeholder Management: Coordinate with business, product, operations, and compliance teams to enable smooth service

delivery while aligning with organizational objectives.
- People Leadership: Manage, coach, and develop branch teams to strengthen capabilities, foster customer centricity, and build a

culture of accountability and high performance.
- Business Continuity: Support BCP initiatives, ensuring readiness to handle contingencies and uninterrupted customer service.

The role demands strong governance, problem-solving orientation, and a balanced focus on service excellence and compliance. By aligning customer needs with operational efficiency, the Trade Service Delivery Leader plays a pivotal role in sustaining trust, building customer loyalty, and supporting business growth.

Responsibilities





- Provide inputs into current processes and build necessary checks and controls in front end Operations for the products handled thereby ensuring that Operational targets are met without compromising on any compliances and controls.
- Establishes high standards of performance for his/her team and drives them to deliver within defined timelines with zero tolerance towards errors. Seamless service delivery to end customers and maintain good working relationships with Business Partners, operate in an open and transparent way and take full ownership and accountability for supporting their business.
- •Governs implementation of risk-related policies and processes (operational, regulatory, financial, informational, reputational and audit risks) for the department, ensuring that that these meet regulatory and internal control requirements.
- Reviews implementation of the internal control systems in line with relevant operating procedures and regulatory requirements and takes corrective action based on audit findings

KPIs :
- Suggest process improvements for containing reducing operational risks.
- Compliance to latest regulations, guidelines and processes
- Support in change management by following the implemented process.
- Ensure that ISO Standards are maintained and standard procedures are continually improved.
- Improve productivity by adhering to FIRST TIME RIGHT approach.
- Ensure transaction processing as per defined SLAs and executed within the defined TATs.
- Ensure no instance of unauthorized/open/unchecked transaction batch at the end of day
- Ensure tracking of daily transaction registers, trackers, pending items. Reconciliation of unprocessed transactions. Maintain DCFC, control reports and monitor suspense accounts
- Escalation matrix to be in place and followed during processing.
- Attract, mentor and retain talent. Lead by example. Build Knowledge Best practices for constantly improving productivity. Ensure high energy and motivation within the team
- STRAIGHT THROUGH PROCESSING. Technology Adoption. Participate and support in projects relating to Automation, Process improvements, Cycle Time Reduction, Service delivery, Transaction processing, Cost Reduction.

📌 Trade Services Leader (Mumbai)
🏢 Yes Bank
📍 Mumbai