Yes Bank

§ Processes account opening, account maintenance & account closure related formalities as per YBL process

§ Handles customers’ enquiries and instructions, whilst ensuring that the Bank’s delivery standards are met in achieving total customer satisfaction. e.g. timely checking of account opening documentation, opening of Accounts etc.

§ Ensures adherence to process & documentation standards (e.g.,forms/checklists, welcome calling, approvals, etc.)

§ Ensures pro-active & sustained liaison with NOC, Product, Sales RM, etc. where required

§ Maintains strict vigilance on the quality of forms and documentation provided

§ Ensures timely follow up with Sales RMs of all BUs for resolution of any outstanding deferrals.

Transactions:

§ Ensures proper scrutiny of all transactional documents submitted by the customer vis-à-vis branch checklist to ensure all that all necessary documents are submitted by the customer.

§ Addresses and resolves all transaction related enquiries

§ Ensures strong monitoring of all transactions

Service & Quality:

§ Ensures that adequate records & data pertaining to customer queries and complaints is maintained & analyzed for achieving greater process efficiency

§ Ensures daily / weekly monitoring & analyses of various data points & reports that have bearing on Customer Service & process adherence.

§ Coordinates with relationship managers and meet / interact with key clients on a periodic basis to stock take on service levels and customer satisfaction.

§ Ensuring collection of CSS forms on periodic basis and sent to NOC.

§ Implementation of 5S, ISO 9001:2000, Six Sigma standards & meet/exceed set quality parameters conforming to the standards.

Audit & Compliance:

§ follows all process, policies as per guidelines & audit rating of the branch

§ Ensures comprehensive compliance with all internal, regulatory and statutory requirements as relevant for various product and services from a branch perspective

§ Attends to any audit findings and resolves them immediately as applicable

Others:

§ Maintains highest levels of discipline (punctuality, attendance, grooming standards etc) in the office

§ Ensures timely escalation of issues that is impacting business and possible solutions to address the concerns to the BSDL.

§ Manages Local Vendors /agency relationships to ensure smooth execution of transaction

§ Completes Branch upkeep & maintenance and control over the cost

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Self-Management Responsibilities

§ Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are monitored and achieved during the course of the year.

§ Takes ownership of his/her own learning agenda by identifying development needs in consultation with the reporting manager and working towards bridging the gaps through various means which go beyond just training.

§ Understands the competencies relevant to his/her role, and works towards displaying as well as developing these effectively.

§ Keeps abreast of relevant professional/industry developments, new techniques and current issues through continued education and professional networks.

Risk and Internal Control Responsibilities

§ Follows risk policy and processes to mitigate the operational, regulatory, financial, informational, reputational and audit risks as instructed by the departmental manager.

§ Executes the established internal control systems and compiles relevant information for departmental audits, as necessary.

Qualifications

Graduate

Primary Location

Delhi - West

Department

Branch Banking

Sub-Department

Relationship and Service Management

Job Type

Standard

Shift

Day Job

Schedule

Full-time

Employee Status

Regular

Posted On

11.03.2020

Work Location

Kirti Nagar