Branch Operations Manager

Job ID: 44449

Location: New Delhi, IN

Area of interest: Retail Banking

Job type: Regular Employee

Work style: Office Working

Opening date: 19 Nov 2025

• Approve daily transactions for selected products as applicable (e.g. traveller’s cheques, cashier’s orders, currency exchange, merchant services, safe boxes) as well as transactions exceeding specified teller limits
• Manage Service Delivery – observe queue time and length; take action as needed to capacitive serving counters and/or managing customer traffic. Ensure that branch premises are maintained to the specified standard. Manage or recommend workflow changes for greater efficiency, improve turnaround time
• Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below benchmark, sustain and better-quality service
• General Reconciliation and Compliance Activities (may be individually assigned) which may typically include:
• Dual control of Cash functions
• Control of Security stationary, deliverables
• Review of processing entries and vouchers
• Follow-up with customers for returned deliverables as applicable (eg. chequebooks/ cards/ Pins/ Combi packs, etc)
• Review of reconciliation proofs for daily control as well as surprise audit proofing
• Preparation of service quality and productivity management reports and other regulatory returns
• Rectification of internal control issues
• Ensure satisfactory ratings in all internal/external audits conducted at the branch
• Ensure compliance to all Operations health documents like KCD/KRI/OPS manual, process notes and circulars issued from time to time. Perform regular KCS checks mandated. Mandatory reporting of KRIs and teller productivity
• Ensure timely and accurate submission of all returns both internal and statutory for sales and service
• Ensure a proper control of Keys, combination settings and passwords that protect cash & valuables.
• Ensure accurate and timely processing of all customer instructions as per applicable processes/ circulars

• Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD and Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported as per guidelines
• Staff Supervision, Coaching and Training: daily organization of workflow/ breaks and staff levels and coaching/ training where necessary for improved performance
• Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff
• Achieve high employee engagement and satisfaction. Ensure optimum teller productivity
• Contribute to branch performance through referrals, efficient customer service, effective operations controls
• Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
• he/she is aware of bank’s Mis-selling & Sales Policies and ensure adherence all the time.
• Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance

• Diligent & Punctual
• Banking Knowledge
• Team Management
• Strong communication skills
• Customer orientation and sales focus
• Good interpersonal skills

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.