Operations

Customer Services
Lobby Management at branch
Ensure quality customer services are provided at branch
Handling Customer Complaints
o Manage irate customers if required or escalated
o Recording complaints as per the specified process
o Resolving all complaints received (self, branch, other units) within the stipulated TATs
o Monitor all complaints received and ensure that staff are closing it within TAT
Monitoring Welcome desk for overcrowding
Branch Operations
Reviewing E call back report
Review of ST 044 report
Review of CH 106 Report Checking
Monitoring Key register / Password Handover and Takeover at branch
Monitoring of Tatkal kits issued at branch.
Monthly verification of gold packets for Gold Loan.
Approval for processing of Funds Transfer / issuance of Cash Withdrawal Slip in absence of cheque
Monitoring Sign in / Sign out report on daily basis
Surprise verification of Bulk Stock held at branch / Deliverables held at branch
Fortnightly surprise verification of branch ATMs.
Monitoring utility bill payments for the branch.
Monitor and update 1 Core transaction in portal.
Tallying and monitoring of suspense account at branch on daily basis
Monitoring activation of dormant account for branch as per process.
Monitoring account closures
Monitoring Stop payments and Hotlisting reports
Monitoring dummy accounts of branch
Monitoring of pending register and instructions at branch.
Sending monthly reports to Zonal office
Monitoring Blocked accounts at branch
Monitoring activation of dormant account
Monthly Locker reconciliation basis BA 126 report
Maintaining the branch Locker Key
Confirming the cash deposit stamp to be used by the branch teller on daily basis
Approval for all retrievals / sending documents to records management vendor.
Promoting all direct banking channels and ensuring that the customer is utilizing the same
Maintain the Circular File of the Branch- Downloading of circulars to all staff
ATM upkeep/ maintenance ensure as per HDFC standards
Daily Reports / checking & ensure proper filing done
All reporting is done on time to the cluster coordinator.- BOM to be responsible
Ensure smooth functioning of all teller counters
Ensure that printers/ faxes/Xerox machine / note counting machine fix accountability for each
To ensure all mandatory posters are displayed at all times.
Review of all mandatory reports at branch
Checking of Account opening forms at branch
Monitoring of late sitting and Batch closure as per banks time lines. Monitoring LTR & Welcome calling Review Report in place on daily basis
Effective migration of portfolio customers from physical mode to Digital Platform.
Ensure all legal and regulatory letters responded on time.
Surprise verification of all operational area
To ensure migration of physical transactions both financial and non financial to digital
To ensure that all process lapses and critical lapses observed in previous audit are adhered and no repeat comments
Follow up with customers for compliance of Regulatory requirements
o Form 60/61
o FATCA / CRS
o Re-Kyc documents.

Branch Efficiency
Monitoring Hygiene parameters for the branch
SA/CAActivation
SA/CA Depletion
AOF FTNR
FTNR of Customer instructions
Demat FTNR
Credit Card Activation
Demat Activation
Ensure Improvement in Band 1and 2 customers
Updation of UAS Alerts under BOM
.
Digitization
To ensure migration of physical transactions both financial and non-financial to digital
DAP Migration of Leads
Marketing Activities
Ensure that the branch have banners, collaterals, pamphlets as per the merchandising manual
Ensure that 5-S norms are adhered to for all workstation including self
Branch Administration including housekeeping, upkeep, etc