1. Account Opening & Maintenance:
a) Run the processes for account opening, account maintenance & account
closure related formalities as per YBL process.
b) Handle customers’ enquiries and instructions, whilst ensuring that the
Bank’s delivery standards are met in achieving total customer satisfaction.
e.g. timely checking of account opening documentation, opening of
c) Ensure adherence to process & documentation standards (e.g.,
forms/checklists, welcome calling, approvals, etc.)
d) Ensure pro-active & sustained liaison with NOC, Product, Sales RM, etc.
e) Maintain strict vigilance on the quality of forms and documentation
f) Ensure timely follow up with Sales RMs of all BUs for resolution of any
2. Transactions Related:
a) Ensure proper scrutiny of all transactional documents submitted by the
customer vis-à-vis branch checklist to ensure all that all necessary
documents are submitted by the customer.
b) Address all transaction related enquiries i.e. pre, during & post transaction
processing & escalations.
c) Ensure strong monitoring of all transactions.
3. Service & Quality:
a) Ensure that all people, process, data & systems in the branch are well
attuned to deliver consistent & superior levels of service to all customers.
b) Ensure that adequate records & data pertaining to customer queries and
complaints are maintained for achieving greater process efficiency.
c) Ensure daily / weekly monitoring & analyses of various data points &
reports that have bearing on Customer Service & process adherence.
d) Coordinate with relationship managers and meet / interact with key
clients on a periodic basis to stock take on service levels and customer
e) Ensuring collection of CSS forms on periodic basis and sent to NOC.
f) Implementation of 5S, ISO 9001:2000, Six Sigma standards & meet/exceed
set quality parameters conforming to the standards.
4. Audit & Compliance:
a) Responsible to follow all process, policies as per guidelines & audit rating
of the branch.
b) Ensure comprehensive compliance with all internal, regulatory and
statutory requirements as relevant for various product and services from a
c) Attend to any audit findings and resolve them immediately as applicable
a) Maintain highest levels of discipline (punctuality, attendance, grooming
standards etc) in the office
b) Ensure timely escalation of issues that is impacting business and possible
solutions to address the concerns
c) Manage Local Vendors /agency relationships to ensure smooth execution
d) Responsible for Branch upkeep & maintenance and control over the cost.
e) Must be thorough with banking processes, regulations & guidelines across
f) Comply with bank policies and procedures to ensure safety and security of
bank's and customer's assets