• Branch Service Leader Jobs in Vadodara,India - 23833821

  • Yes Bank Ltd
  • Save Job
  • 6 - 12 Years
  • Posted : above 1 month

Job Description:

Branch Service Leader - ( SER0002M2 )


1 Account Opening & Maintenance

Monitor the processes for account opening, account maintenance & account closure related formalities as per YBL process

Handle customers enquiries and instructions, whilst ensuring that the Banks delivery standards are met in achieving total customer satisfaction eg timely checking of account opening documentation, opening of Accounts etc

Ensure adherence to process & documentation standards (eg,forms/checklists, welcome calling, approvals, etc)

Ensure pro-active & sustained liaison with NOC, Product, Sales RM, etc where required

Maintain strict vigilance on the quality of forms and documentation provided

Ensure timely follow up with Sales RMs of all BUs for resolution of any outstanding deferrals

2 Transactions Related

Ensure all the counters are opened and staff is ready to service clients atleast 15 minutes before the customer timings

Ensure proper scrutiny of all transactional documents submitted by the customer vis--vis branch checklist to ensure all that all necessary documents are submitted by the customer

Support the Business Managers/Business Heads/Financial control team in preparation of any audit related deliverables ie internal /external concerning a transaction executed for a corporate client

Address all transaction related enquiries ie pre, during & post transaction processing & escalations

Ensure strong monitoring of all transactions in the branch & maintain accurate / strong MIS for the branch The same may be needed by the bank for overall management of branch processes & business planning

Ensure frequent monitoring of all over-aged cases (deferrals, pending items, etc) & appropriate escalation of the same in a timely & balanced manner to the senior management

Ensure that knowledge, skills & capabilities are built across entire team of BSPs, so as to have internal backups to ensure that work is not hampered in by absenteeism or resignations

3 Service & Quality

Ensure that all people, process, data & systems in the branch are well attended to deliver consistent & superior levels of service to all customers

Ensure that adequate records & data pertaining to customer queries and complaints is maintained & analysed for achieving greater process efficiency

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

Play a pro-active role in new products, processes or systems roll out impacting the clients

Coordinate with relationship managers and meet / interact with key clients on a periodic basis to stock take on service levels and customer satisfaction Also collate their feedback & suggestions

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

Responsible for monthly Branch Service Committee meetings are held on 07th of each month

Implementation of 5S, ISO 90012000, Six Sigma standards & meet/exceed set quality parameters conforming to the standards

4 Audit & Compliance

Effectively Support & Handle Branch Audits by Internal, External, Concurrent, Statutory & RBI auditors

Responsible for implementation of process, policies as per guidelines & audit rating of the branch

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

Attend to any audit findings and resolve them immediately;

Ensuring DCFC checklist is checked thoroughly and signed off on daily basis

Personally implement & conduct self-audits in the branch (eg, weekly sweep audit, etc) and any anomalies are brought to the notice of senior management along with mitigating steps initiated

Responsible for sensitizing each BSD team member on adherence of process & policies

5 Others

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

Define goals & performance parameters for the team & guide/coach them in achieving the same Ensure that the team understands the goals of the bank, the branch and also of other colleagues in the branch

Provide constructive feedback; identify training & development needs of the team & conduct training at frequent intervals to meet the training requirements

Lead, motivate, coach & develop staff Conduct cross functional trainings within & across teams there by creating effective back up with in the team;

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

Manage Local Vendors /agency relationships to ensure smooth execution of transaction

Responsible for Branch upkeep & maintenance and control over the cost

Support for conducting monthly CSR events at the branch

Must be thorough with banking processes, regulations & guidelines across

retail products

Play an active role in new products, processes, systems roll out Comply with bank policies and procedures to ensure safety and security of banks and customers assets



Graduate, Post Graduate, MBA, CA, Engineer from a recognized university/premium business schools

AMFI/NCFM/IRDA/JAIIB/CAIIB & such relevant certifications will be an added advantage

Certification on quality programs ie, Six Sigma, ISO, 5S, Kaizen, etc will be an added advantage

Past Experience

6 to 12 years of work experience in Banking Operations & Services of which minimum 3 years has to be in banking Operations or service role

Minimum 2 years should be in leadership role handling team

Past Organisation

Must necessarily come from Banking & Financial Services Organisations of Repute

Primary Location India-Gujarat-Vadodara

Work Locations Karelibaug Baroda

Shop No 13 and 14 Ground Floor Shrushti Avenue Kareli Baug Road Baroda Gujarat PIN - 390018


Job Branch Service Leader

Organization Branch Banking

Schedule Regular

Shift Standard

Job Type Full-time

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry :
  • Banking -General
  • Functional Area : Banks/Insurance/Financial Services
    Role :
  • Salary : As per Industry Standards
    Deadline : 15th Apr 2020

    Key Skills:

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