Branch Service Partner
Yes Bank Delhi, Delhi ISO 9001
§ 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.
§ 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
§ 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
§ 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.
Delhi - West
Relationship and Service Management