BBOG:Cluster Operations Manager

The role of COM (Cluster Operations Manager) is to oversee and handhold the operational parameters of the mapped branches. Operational parameters include the various aspects like internal audit, customer onboarding (CASA FTR), customer servicing (CLH FTR), maintenance of cash within the CRL, training of the resources, ensuring that there are no customer complaints, ensuring the reversal of office accounts in time, ensure that all the triggers (Hunter, Cosmos, RBCTS, etc.) are resolved and closed within the specified TAT, ensuring all the reports IAD, LOC, RBV are complied with and closed within the timelines, PCV of ATM / Recycler of mapped branches are completed as per the schedule and SRs are attended as per the TAT.

Not limiting to the activities listed above, it is the responsibility of the COM, to ensure that health and hygiene of mapped branches is maintained as per compliance guidelines set in by the bank.

Key Responsibilities:
• Ensure that all branches that are subject to IAD audit secure A rating
• Ensure that Cash is maintained within CRL for all mapped branches
• Ensure that the SQ (Service Quality) is maintained as per the prescribed format
• Ensure 100 % FTR in customer onboarding (CASA) and customer servicing (CLH)
• Ensure that the monthly MCS is completed by all branches within timelines in letter and spirit
• Ensure that the Office accounts of mapped branches are reversed within the TAT
• Ensure that all triggers (RBCTS, Hunter, COSMOS etc) and resolved and replied within the TAT
• Ensure that Voucher scanning is to be done within the TAT
• Ensure that audit reports are complied with and closed within the TAT
• Impart necessary training from time to time for up skilling the branch resources
• Conduct branch visits as assigned by CO / ZO
• Ensure LOC, RBV reports are complied with and closed within the timelines
• Ensure all branches are completing the BBO digitalization reports
• Ensure compliance with due processes and guidelines
• Ensure that all staff are adequately trained on the products of the bank, sales processes and various policies of the bank to avoid MIs Sell cases
• Resolve, report any disruptions (e.g. strike or local disturbance) and take appropriate action to ensure that the branch operations are run smoothly.
• Ensure complaints received if any are resolved within the timelines

Qualifications:

Optimal qualification for success on the job is:
• Graduation/ Post-Graduation (MBA preferred)
• 10-15 years of experience in the BFSI sector

Role Proficiencies:
• For successful execution of the job, the candidate should possess the following:
• Knowledge of banking operations and related guidelines
• Knowledge of regulatory guidelines and norms
• Good communication (both verbal and written) skill in both English and the local language
• Ability to manage complex situations
• Ability to handle pressure and meet deadlines