Area Manager-Branch Banking Operations

• POSITION DESCRIPTION

  JOB TITLE : Area Manager-Branch Banking Operations

• GRADE : AVP-I
• DEPARTMENT : Operations
• LOCATION : RO
• SUB-DEPARTMENT : TYPE OF POSITION : Full-time
• REPORTS TO : Regional Manager-Branch Banking Operations
• REPORTING INTO

• ROLE PURPOSE & OBJECTIVE

The purpose of this role is to provide the regional oversight for all operational activities that are required for successful banking business at the branch level, as outlined by the business and operational leadership team.

This role is accountable for all regulatory filing related to operations at the branch level and to maintain efficient operations that will enable delivery of business goals.

This role is also responsible to –

• implements and monitors branch operations strategy for the region
• maintain 100% regulatory and process compliance at branches for the region
• monitor branches operations teams performance as per the defined checklist and defined frequency.
• provide guidance for process improvement and communicate updates on new processes/system.
• SIZE OF THE ROLE

NON-FINANCIAL SIZE

• Maintain approved budget for the unit.
• Vendors management
• Coordination with respective Regional Ops unit.
• Monitoring 20-25 Branches and supporting them for all operational and service related issues.
• KEY DUTIES & RESPONSIBILITIES OF THE ROLE

• Prepare a regional operational strategy, under the guidance of the Regional Operations Manager and National Manager – Branch Operations.
• Implement strategy in their respective Branch Banking/Rural Banking Regions, monitor the same at defined periodicity and publish the complete report to senior management.
• Review all the policies and guidelines based on regional operational insights, identify any policy change required for the department, assess the impact and present a solution to supervisor for fix and implementation.
• Monitor the branches with respect to process adherence, perform surprise checks and identify the gaps.
• Prepare periodic reports and correct fixes based on branch visits
• Drive adherence to the branch operational score card, train the branches on the same and ensure the branches are above the required benchmark
• Identify branches under operational benchmark and recommend solutions to respective supervisors
• Collaborate with Branch managers / RSMs / AMs to ensure implementation of all operational checks, implement all policies/processes shared by central team.
• Implement approved operations policies and processes;
• Monitor key operational aspects such as Branch Cash Retention Limits and conduct cost analysis of account with high cash deposits.
• Work with RSMs / AMs to resolve critical issues and process improvements based on Audit Reports and Compliance feedback
• Monitor timely submission of data and documentation related to various operational and related business activities such as account opening.

• Analyze Service Index scores at the regions periodically and identify the related process bottlenecks
• Recommend solutions to key operational issues that result in delay of agreed customer TATs
• Monitor the account opening TATs, percentage of pending forms across branches
• Train branch operations team on operational efficiency and courteous customer service
• Monitory and analyze ATM usage data and ensure ATM uptime and cash availability.
• Resolve escalations pertaining to ATM downtime; cash reconciliation and customer grievances
• Identify patters and review existing process to suggest changes to enhance customer experience at Branch
• Monitor adherence to TAT for all branches transaction, grievance redressal and customer queries

• Oversee management of Branch GL accounts in the system;
• Ensure proper document tracking is done for all physical documents processed from the Branches.
• Ensure adherence to timelines for branch level risk and compliance reporting across all branches in respective region.
• Process level Gaps/Issues/Audit findings – Accountable for the timely follow-up and closure of issues raised in Audit and design action plan for minimizing similar lapses
• Closely work with Regional Operations Manager to ensure delivery within SLA
• Liaison with regional heads for resolving escalations and thus ensure seamless branch operations
• Perform the monthly operational & compliance review of all branches which are rated Unsatisfactory and Needs Improvement.
• Monitor responses and adherence by branches on internal compliance monitoring tool and drive 100% adherence
• Monitor end of day reconciliation for branches for the region and correct discrepancies
• Monitor branch compliance to KYC and AML guidelines and timely reporting of respective region.
• Identify patterns of process non-adherence at branches and ensure closure and adherence with suitable training and coaching.
• Responsible for timely follow-up and closure of issues raised during branch audits and design action plans to minimize repetitive incidents

• Perform training needs to branch resources jointly with regional leadership and HR team. Prepare a plan and training calendar, implement across branches and review them periodically. Publish the report to senior management. Guide/train the team on Process, Compliance and Update on Changes
• Develop an action plan for low performance branches to ensure higher process compliance
• Ensure adherence to training man-days/ mandatory training programs and recommend identify new areas for training & development for self and team
• Ensure goal-setting, midyear -review and annual appraisal process happens within specified timelines for self and reportees.
• MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

• Graduate in Commerce/Business/Economics or related subjects with good analytical skills and experience in banking operations
• Post-graduate qualification is preferred.

Experience (Years and Core Experience Type)

• 10-12 years of experience in banking operations, with 3-5 years of experience in branch operations, including at least 3 years in position of progressively increasing managerial responsibilities.

Certifications

• Certification in business process management or quality standards is preferred

Functional Skills

• Knowledge of banking related compliance/regulatory requirements
• Knowledge of banking business & operations
• Good Understanding of Core Banking System
• Strong understanding of operational efficiency standards
• Knowledge of transaction monitoring and reconciliation
• Vendor Management

Behavioral Skills

• Detail and Quality Orientation
• Strong Interpersonal Skills
• Problem-solving ability
• Customer Service Orientation
• Team management and Coaching

Competencies

• Planning and Organizing
• Driving Execution
• Coaching
• Customer Focus
• Operational Decision Making
• KEY INTERACTIONS

EXTERNAL

• Regional Business Manager (BB/RB/MB)
• Regional Operations Manager
• Regional Sales Manager
• Area Manager (URC)
• Branch/Rural Banking Team.
• Micro Banking Team (Branch)
• Regional Support Teams
• Regional Service Quality Team
• Regional Control Teams (Ops Risk/Vigilance)
• Compliance Team
• Audit Team
• External Auditors
• Regulators
• Customers

  PREPARED BY : Ayan Sarkar

• DATE : 12-12-2023
• REVIEWED BY: Rajaneesh HR
• DATE : 08-12-2023
• LAST UPDATED BY: TM Team
• DATE: 08-01-2024