Job Description

:
Role Category Parameters Parameter Weight % Metro Urban SU Rural
Service Operations Manager (MSS) Service Quality A/c Opening Success% (FTR)

• 90 % FTR in SA/CA, Process accounts with 100% FTR
• Needs curing under control 7.5% NA NA NA NA

Service Operations Manager (MSS) Service Quality Customer Onboarding and Engagement (Active: 60%, Primary:30% and PH - min 2 at M2 level) 7.5% NA NA NA NA
Service Operations Manager (MSS) Quantitative Parameters MoM CASA NTB (Nos) 5% 6 5 5 5
Service Operations Manager (MSS) Quantitative Parameters MoM Incremental CASA AMB Value (Through NTB Accounts) (Rs Lacs) 10% 6 5 3 1.5
Service Operations Manager (MSS) Quantitative Parameters LI + GI+ MF + Assets - Net Revenue in Rs lacs - Yearly Income 5% 2 1.8 1.5 1.2
Service Operations Manager (MSS) Portfolio Management Deepening : 3% MoM TRV Growth in mapped accounts 5% NA NA NA NA
Service Operations Manager (MSS) Portfolio Management Mapped Book Coverage (Customer meetings for Mapped Book) 5% NA NA NA NA
Service Operations Manager (MSS) Customer Satisfaction Product Holding of Branch & Customer Testimonials 5% NA NA NA NA
Service Operations Manager (MSS) Compliance and Controls Audit Ratings: Branch Medium Risk or below
- Branch Medium Risk or below ,Follow the process as process and keep all the records available for checking
- Timely Revert and rectification of audit findings 20% NA NA NA NA
Service Operations Manager (MSS) Compliance and Controls Ensuring Operational Instructions are followed as per bank guidelines (Exhaustive online BOM Checklist to be followed strictly)

• Ageing of suspense accounts * ATM & Vault EOD - CBR ,To be updated on daily basis without error apart from Technical error
• BCP as per process
• Maintaining CRL within limits
• Exhaustive Checklist need to be complied in total 20% NA NA NA NA

Service Operations Manager (MSS) Compliance and Controls Control on Clearing balances:

• To ensure all excess funds 10L and above transferred to HO (Applicable for Non-CTS centres Only)
• Timely submission of BRS

For CTS locations & Non CTS Locations :: Controls implemented in regard to Clearing as per Checklist like, OW clg checking / UV checks and other controls. NIL TOD entries and recoveries / Timely reverts and closure. 10% NA NA NA NA
100%

Skills Required