Owner- Accountable for the day to day smooth & error free functioning of the functions / duties associated with in all cluster Branch Operations - Customer Service, Operations Risk management and Audit / Compliance & Control framework for the respective Cluster Branches.
Single Point of Contact for Cluster functions that require implementation of initiatives at region wise branches; for Cluster functions seeking feedback, MIS, etc from the respective branches.
Facilitator- To ensure that all expectations that clients & colleagues have from the service delivery team is delivered in a timely, accurate & reliable manner.
Auditor & Controller- To be the primary auditor & controller in the cluster to the extent of reviewing, tracking, monitoring & self-auditing the various records in the respective branch are happening thereby ensuring that the branch is fully compliant with all rules, processes & guidelines of Banking industry & the Applicable Statutory Regulations.
Operations Risk Management -Ensure that process controls are adhered to and testing of controls, monitoring and reporting of the key operational risk items pertaining to branch.
Quality- Support the implementation of various initiatives such as ISO certification, Quality Circle, Six-Sigma, five-s, Quality Assurance. Building a quality culture.
Team Leader -To ensure, thru monitoring & developing the team in a methodical / sustained manner, that most team members are successful in their job-roles & are groomed/mentored for higher responsibilities.
Coach / Trainer -To take responsibility of coaching & training and knowledge building of all staff in the branch about relevant subjects, processes, documentation, regulations, etc. Building a service ETHOS. Overall Mentoring of the entire service delivery function in branches.
Managing escalations / grievance redressal Manage customer escalations, customer grievance redressal. Complaint management and response.