Our client, a leading International bank, is looking for a Deputy Branch Manager for their Manchester Office.
Job Role:
To manage branch operations, teller desks, FCRM quality, complaints handling, customers' movement in the branch lobby and be responsible to achieve business targets. Be responsible for generation of customer referrals and handing over to relationship team for closure of the deal. Responsible for managing relationship of identified customer base for value enhancement. Responsible to generate business from new customers and to ensure new customers get a personalized and excellent first time experience. Key performance parameters are customer service levels such as transaction times, error percentage, FCRM quality scores, efficient handling of complaints and reduction in complaints, customer satisfaction scores, efficient lobby management, timely execution of operations activity and achievement of business targets.
Areas of Responsibility:
Daily Activities
Before commencement of banking hours along with Deputy Branch Manager (DBM) would be responsible for branch opening, disarming of alarm, vault.
DBM would be responsible for management and handover of security items for the day's expected consumption to the staff
Ensure desk is 5S compliant
Arrange customer sitting area, display boards and product and regulatory fliers for easy access to customers.
Filing and maintenance of records and documentationsDuring Banking Hours
Authorizing the transactions,
DBM will verify the accounts opened by CSR during the day and will ensure the following:
All the relevant information is filled in the AOF
CSR has signed the AOF at the space provided
Photocopies of IDs duly certified by CSR is attached to the application
AML and other reports are attached to the AOF, wherever required and that they are acceptable; in case of any shortcoming, CSS will have it rectified.
DBM would be responsible to ensure customer complaints are handled and recorded in an efficient manner
DBM would be responsible for the efficient Lobby management of the branch to ensure smooth flow of customers.
DBM would be responsible for maintaining the FCRM quality score and to ensure all SRs are resolved with in time.
DBM would be responsible for ensuring error free transactions in the branch and for maintenance of error log.
Meet and service managed customers at appointed time for servicing and relationship value enhancement
Plan and execute customer satisfaction campaigns in the branch
Make calls to managed customers and welcome calls to new customers
Attend to new customers willing to avail of bank's services and products and ensure customer avails the service.
Check and clear voice messages received on telephones every two hours (at the least). After Banking Hours
DBM will verify End of day Cash balances including cash in CDU; Investigate and reconcile cash shortages and excesses, if any
DBM is first Custodian of Cash and all security items. BS-ops will account for all the security items consumed during the day
DBM will compile Daily MIS and dashboards related to banking transactions
Account for all security items issued during the day and secure the remaining items
Lock and arm the vault area
Arm and lock the branch premises
Compile Daily MIS and dashboards related to banking transactions Weekly Activities
Verifying and mailing out Shipping Manifests
Weekly inward/outward shipment of cash
Conduct team meetings and take stock of target achievements
Publish weekly MIS and update BM and Area Manager on business progress Other activities
DBM would be responsible for maintaining various register such as Branch documentation register, Employee movement register, Bait money register, CDU movement register, Key movement register
DBM would be responsible for the 5S, SOX and other regulatory compliance of the branch
DBM would be responsible to effectively lead the branch operations/ teller team and to ensure productivity, efficiency and professional conduct in the branch.
Meet personal business targets as discussed and communicated by the Branch Manager in the beginning of Financial Year. This will require maintaining and growing book of the assigned customers, do outbound calling and/or, meet clients outside the branch premises to generate further business and referrals.
Organize and participate in events and play active part in the Sales Promotional activities for the branch.Other activities as required by the BM
Activities pertaining to marketing, customer service and quality maintenance.
Training, education, know
ledge enhancement.
Specific projects as a member of the project team.
New activities identified due to change in processes and products.
Any other activity in order to facilitate smooth operation of the branch.
To undertake projects and assignment from time to time as directed by Supervisor
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