Branch Service Partner - ( RUR0000I7 ) Description Key Responsibilities 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 Banks delivery standards are met in achieving total customer satisfaction. e.g. timely checking of account opening documentation, opening of accounts etc. 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. where required. e) Maintain strict vigilance on the quality of forms and documentation provided. f) Ensure timely follow up with Sales RMs of all BUs for resolution of any outstanding deferrals. Transactions Related a) Ensure proper scrutiny of all transactional documents submitted by the customer visvis 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. 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 satisfaction. f) Implementation of 5S, ISO 90012000, Six Sigma standards & meet/exceed set quality parameters conforming to the standards. Strictly Confidential Page 2 of 2 Yes Bank Ltd. 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 branch perspective; c) Attend to any audit findings and resolve them immediately as applicable Sales - Achieve and excel sales target. Cross sale of various products offered to existing customer. Generate and convert leads for assets & liabilities. Ensure focussed segment is tapped and adherence to BSA. Others 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 of transaction. d) Responsible for Branch upkeep & maintenance and control over the cost. e) Must be thorough with banking processes, regulations & guidelines across retail products. f) Comply with bank policies and procedures to ensure safety and security of bank's and customer's assets. Qualifications Key Competencies / skill set Should have an eye for detail. Should be able to grasp process & policies and implement in day to day activities. Good communication skills. Good knowledge of Branch operations Good knowledge of regulatory guidelines Excellent networking & interpersonal skills Ability to manage complex client situations Sensitive to issues of confidentially and compliance Strong sense of accountability and self-initiative .