Regional Branch Operations & Service Manager

About the Role

The Regional Branch Operations & Service Manager (ROSM) oversees operational and service compliance standards within urban branch networks. This position demands frequent branch audits, identification of operational gaps, and collaboration with branch teams to address deficiencies. The role also involves monitoring key service metrics, assisting with branch launches, and driving initiatives that promote efficiency, compliance, and customer satisfaction throughout the region.

Key Responsibilities

• Perform branch audits to evaluate operational and service compliance.
• Partner with branch teams to ensure prompt closure of issues discovered during ROSM visits.
• Track critical operational and service indicators remotely based on key transactions.
• Visit all branches according to the scheduled assessment plan.
• Assist branches in attaining superior internal audit ratings.
• Conduct training sessions to bolster operational compliance and efficiency.
• Lead efforts to enhance the Branch Operational & Service Index within the region.
• Oversee preparation and support for new branch openings.
• Manage regional projects aimed at improving operations and service quality.
• Ensure complaints are resolved efficiently focusing on First Time Right and turnaround time benchmarks.
• Supervise timely and accurate reporting of essential operational data.

Qualifications and Experience

• Bachelor's degree in any discipline from a full-time program.
• Postgraduate degree such as MBA or PGDM is preferred.
• Between 5 to 10 years of experience in branch operations and service management roles.

Skills and Attributes

• In-depth knowledge of banking operations, compliance, and customer service expectations.
• Excellent skills in stakeholder engagement and coordination.
• Capability to recognize gaps and develop actionable solutions.
• Proven leadership and team-building skills.
• Strong analytical abilities and meticulous attention to detail.
• Proficiency in English with effective training communication skills.
• Dedication to maintaining regulatory compliance and operational excellence.