Branch Operations Manager - Bangalore

About HDFC Bank

Established in August 1994 with headquarters in Mumbai, HDFC Bank commenced as a Scheduled Commercial Bank in January 1995. Following the significant merger announced on April 4, 2022, between HDFC Limited (India's largest housing finance company) and HDFC Bank (the largest private sector bank), the combined entity offers extensive home loan services across urban, semi-urban, and rural India. As of March 31, 2023, HDFC Bank operates 7,821 branches and 19,727 ATM/CDM outlets across 3,811 cities. The bank also maintains international branches in four countries and representative offices in Dubai, London, and Singapore targeting Non-Resident Indians and Persons of Indian Origin.

Job Location and Interview Details

Position is based at Kanakpura Road, Bangalore. Interviews are scheduled for August 13, 2026, from 10:00 AM to 2:00 PM at HDFC Bank, No 10 Konankunte Cross, Yelechenahalli, JC Industrial Area, near Kanakpura Road, Bengaluru, Karnataka 560062.

Role Summary

The Branch Operations Manager in the Retail Branch Banking unit will report to the Branch Manager. This role entails monitoring and managing all daily operational activities at the branch, ensuring compliance with audit standards and delivering error-free services. The manager will oversee customer service quality, lead management via CRM, and promote product sales to meet profitability goals, all within a customer-centric environment.

Key Responsibilities

• Manage branch lobby ensuring all customers receive prompt and quality service.
• Address customer complaints effectively, including managing escalations and irate customers, ensuring resolution within defined timelines.
• Supervise operational reports and verifications including e-callbacks, cash handling, key register management, and ATM maintenance with surprise audits.
• Authorize and monitor fund transfers, withdrawal slips without cheques, gold loan verifications, and suspend or hotlist accounts as necessary.
• Ensure strict adherence to daily financial reconciliations including clearance of suspense accounts, locker reconciliations, and cash deposit procedures.
• Promote and ensure usage of direct banking channels and maintain updated circulars and mandatory displays at the branch.
• Conduct surprise audits of all operational areas and ensure compliance with previous audit recommendations.
• Drive digital transformation by migrating physical transactions to digital platforms and monitoring lead digitization.
• Manage branch hygiene, merchandising and marketing collateral, and adhere to 5-S workstation norms.
• Coordinate branch administration including housekeeping and upkeep.

Required Qualifications and Skills

• Graduation required, Post-Graduation is an advantage.
• Preferably holds certifications such as AMFI, IRDA, NCFM, CAIIB, or internal banking certifications.
• Strong sales, influencing, banking product and process knowledge.
• Familiarity with NRI products and relevant regulations.
• Excellent planning, organizing, and communication skills.
• Awareness of current financial industry trends and competitive landscape.

Experience

Minimum 5 years of experience, preferably over 10 years in branch banking operations is required. Candidates who have interviewered with HDFC Bank in the last 6 months are requested not to apply.

Stakeholders

• Interact extensively with customers, the branch banking team, operations, product teams, insurance CAM, mutual fund houses, and third-party product vendors.

Additional Notes

Applicants must be graduates. The role involves extensive onsite work at the Bangalore branch location.