Branch Operations Manager

Role Responsibilities • Approve daily transactions for selected products as applicable (e.g. traveler's cheques, cashier's orders, currency exchange, merchant services, safe boxes) as well as transactions exceeding specified teller limits • Manage Service Delivery – observe queue time and length; take action as needed to capacitize serving counters and/or managing customer traffic. Ensure that branch premises are maintained to the specified standard. Manage or recommend workflow changes for greater efficiency, improve turn around time • Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service • General Reconciliation and Compliance Activities (may be individually assigned) which may typically include: • Dual control of Cash functions • Control of Security stationary, deliverables • Review of processing entries and vouchers • Follow-up with customers for returned deliverables as applicable (eg. cheque-books/ cards/ Pins/ Combi packs, etc) • Review of reconciliation proofs for daily control as well as surprise audit proofing • Preparation of service quality and productivity management reports and other regulatory returns • Rectification of internal control issues • Ensure satisfactory ratings in all internal/external audits conducted at the branch • Ensure compliance to all Operations health documents like KCD/KRI/OPS manual, process notes and circulars issued from time to time. Perform regular KCS checks mandated. Mandatory reporting of KRIs and teller productivity • Ensure timely and accurate submission of all returns both internal and statutory for sales and service • Ensure a proper control of Keys, combination settings and passwords that protect cash & valuables. • Ensure accurate and timely processing of all customer instructions as per applicable processes/ circulars • Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD and Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported as per guidelines