Job Description

Key Responsibilities
1. Branch Operations Oversight
Ensure smooth day-to-day functioning of all branches in the region.
Standardize processes to maintain consistency in operations.
Monitor cash management, vault operations, and back-office activities.
2. Customer Service & Experience
Drive initiatives to improve customer satisfaction and service quality.
Resolve escalated customer grievances quickly and effectively.
Implement customer-first culture across branches.
3. Risk, Compliance & Audit
Ensure adherence to regulatory requirements, bank policies, and RBI guidelines.
Monitor KYC/AML compliance, account opening processes, and internal audits.
Minimize operational risks and plug process gaps.
4. People & Performance Management
Manage and mentor branch operations managers/service managers.
Conduct training sessions for staff on compliance, service standards, and new products.
Review performance metrics (TATs, error rates, audit scores, service ratings).
5. Process Improvement & Digitization
Implement technology-driven process improvements for efficiency.
Promote adoption of digital banking channels.
Streamline workflows to reduce costs and improve turnaround times.
6. Coordination with Business Teams
Partner with Regional Sales/Business Managers to support growth.
Ensure operations team fa
cilitates business expansion without compliance lapses.

Skills Required