Cluster Manager Operations

Branch Operations

a)     Lead a team of assigned Area Manager Operations ensuring smooth functioning of branch banking operations.

b)     Deploy effective branch banking operations structure, aligned with bank strategy and keep functional oversight.

c)     Ensure smooth implementation of changes in branch banking policy and procedures and systems (for branch operations) through respective desks.

d)     Provide guidance & support to branch banking operations with regards to policy and procedures, regulations, systems etc.

e)     Ensure that complaint resolution SLAs are monitored and effectively managed through branch operations staff.

f)       Focal person between branch and Corporate Office (relevant desks) for the resolution of branch banking operation issues, policy clarification and system & technology matters.

g)     Assist line Manager in developing and implementation of key operational strategies to improve service quality, overall customer experience and operational efficiency.

h)     Ensure reporting and presenting critical matters to line Manager to initiate appropriate action.

 Supervision of Area Manager Operations

a)     Ensure assigned Area Manager Operations are updated with strategic plans of the bank and ensure their alignment with these plans.

b)     Ensure Assigned Area Manager Operations impart training to branch banking operations team on weak operational areas, new products, new system developments and any changes in processes and/or system as applicable.

c)     Ensure effective monitoring of assigned Area Manager Operations KPIs through visit reports, planners, and various analysis.

d)     Ensure quality feedback to assigned Area Manager Operations on periodic and surprise audit reports related to branch banking operations.

e)     Ensure that Area Manager Operations takes training session or observe learning days to improve their job knowledge.

f)      Ensure that assigned Area Manager Operations perform onsite compliance assessment as per Compliance check lists.

Compliance 

a)     Ensure that fraud risks & operational gaps are identified, reported and minimized with the help of control functions.

b)     Lead the team to address operational gaps and ensure effectiveness of internal controls, while taking up with relevant control functions for improvements/fixation.

c)    Guide & supervise branch banking operations team to address & close audit observations within stipulated timeframe.

d)    Collaborate branch audit meetings at corporate office level. Provide feedback for observation correction, fixation and associated control improvement by engaging relevant process/control owners.

e)     Guide Area Manager Operations to effectively interact with auditors, evaluate each audit observation, accept or reject observation as per SOP.

f)      Ensure that branch banking operations related findings raised by Internal & External Auditors are addressed in a timely manner. 

g)     Ensure that branch operations related audit finding rating remains in “Low” across the assigned areas.

 People Management

a)     Ensure area operations staff is equipped with the knowledge and skills which minimize operational challenges and/or issues.

b)     Assist Manager Branch Operations to make effective score cards /indicators of operations teams to gauge their monthly performance

c)     Ensure effective backup planning of key resources to ensure business continuity in a seamless manner.

d)     Recommend staff transfers, resignations, rotation & promotions on the recommendation of Area Manager Operations.

e)     Review training modules and attachment plans of operations staff to ensure that trained staff is deployed in branch operations.