Branch Operations Head

The branches act as the face of Axis Bank for millions of retail customers and is, hence, an integral part of the Bank s strategy. Branches play a major role in deposit mobilization from New-To-Bank (NTB) customers, and are also core drivers of the Bank s customer engagement strategy across products and services.About the RoleThe Branch Operations Head (BOH) manages the customer sales officers and tellers of a branch and ensures efficient daily operations of the branch along with implementing strategies to increase productivity and performance levels in order to achieve the branch s financial targets. The BOH is also responsible for ensuring compliance with the rules, regulations and policies governing the bankKey ResponsibilitiesEnsure administration of the branch by directing daily operations like cash, clearing, transfer, ECS/RTGS/NEFT, SB, CD, FDR, Deposits, account opening and customer service with a team of Tellers and Customer Service Officers.Ensure all customer complaints and issues are resolved maintaining high service standardsEstablish and strengthen all key customer relationships to generate sustained businessEnsure growth in account balances and achievement of aggregate cross sell points targetEnsure maintenance of cash balance as per Cash Retention LimitControl and monitor leakage of income, office accounts and anti-money laundering sEnsure compliance with banking rules, regulations and procedures, review vault register and overdue managementReview branch operations reports and track exceptional transactions.Handle internal and external audit processes and attend audit queries immediatelyEnsure that all customer service officers are adequately trained on the products, processes and various policies of the bankQualificationsGraduation / Post-Graduation (MBA-Marketing preferred) from a recognized instituteNCFM and AMFI CertificationsRole ProficienciesKnowledge of banking products and servicesKnowledge of regulatory guidelines and normsGood communication (both verbal and written) skill in both English and the local languageAbility to manage complex client situationsAbility to manage risk and uncertainty for self and team within a dynamic priority-setting environmentAbility to handle pressure and meet deadlines