Regional Operations & Services Manager - Branch Banking - Chennai

Job Description:

Key Responsibilities

1. Branch Operations Oversight

Ensure smooth day-to-day functioning of all branches in the region.

Standardize processes to maintain consistency in operations.

Monitor cash management, vault operations, and back-office activities.

2. Customer Service & Experience

Drive initiatives to improve customer satisfaction and service quality.

Resolve escalated customer grievances quickly and effectively.

Implement customer-first culture across branches.

3. Risk, Compliance & Audit

Ensure adherence to regulatory requirements, bank policies, and RBI guidelines.

Monitor KYC/AML compliance, account opening processes, and internal audits.

Minimize operational risks and plug process gaps.

4. People & Performance Management

Manage and mentor branch operations managers/service managers.

Conduct training sessions for staff on compliance, service standards, and new products.

Review performance metrics (TATs, error rates, audit scores, service ratings).

5. Process Improvement & Digitization

Implement technology-driven process improvements for efficiency.

Promote adoption of digital banking channels.

Streamline workflows to reduce costs and improve turnaround times.

6. Coordination with Business Teams

Partner with Regional Sales/Business Managers to support growth.

Ensure operations team fa

cilitates business expansion without compliance lapses.