Job Description – Service Delivery Manager (SDM)
Responsible for daily operations of a full service branch office covering all aspects viz branch operations, lending, , security and safety in accordance with the Bank's guidelines.
- Review & monitor AOF rejection cases, account closures, overdue FD & FD maturity data and renewals thereof
- Scrutinize and verify customer requests, AOFs as per prescribed checklist before dispatching for processing. Informing customers in case of rejections, if any.
- Driving key Metrics by :
· Daily checking of common pending folder of the branch and individual employees to ensure that no customer request is pending with the staff along with random drawer audits
- Maintaining lowest levels of wait-time through :
· Load balancing among desks
· Regular monitoring of pending tokens through Admin login
· Analysis to understand employee level productivity & Daily roistering
· Leave planning & Training calendar
- Ensuring adherence to Corporate Attire policy and Grooming guidelines by all staff members
- Compliance & Risk
· Ensure operations, risk control and process adherence at branches
· Branch Audit scores
· SOAX Audit scores
· Fraud prevention
· Ops risk monitoring
· RBI audits, inspections and incognito visits
- Branch Profitability
· Maintain optimal cash holding at branch so as to ensure minimal cost of cash holding
· Tracking big ticket opex line items in Branch P&L – Rentals, Electricity, Employees etc and taking corrective action if required
· Ensure timely recovery of interest and service charges
- Capability Building & Manpower Management
· Identify training needs
· Inculcate self learning culture among employees