CHO - Nilgris

Microsoft Word - CHO JD (1)

Cluster Head Operations

A. Organization Context

Position Title : Cluster Head Operations

Employee Name : Designation :

Department : Branch Operations Location : Branch

Reports to : Head – Branch Operations Reported by :

B. Job Objective

Guide, train & handhold branch staff including staff handling branch operations to ensure execution of the processes in compliance with regulations & policies of regulatory bodies & the Bank.

C. Primary responsibilities

Strategic and planning

Enable operational staff to ensure highest customer satisfaction through cent percent compliance with processes.

Functional

Act as a single point contact for the branches to support them in operational activities Coordinate with Cluster Heads, Branch Heads for the smooth functioning Bank’s operations and business. Conduct process adherence check based on standard check list to hand hold the team in operational

improvements. Branch visits and process adherence check report / s shall be submitted for review on monthly basis. Identify training needs and initiate training programs based on the results of the process adherence. Submit training reports, initiates to hand hold and correct process gaps, if any. Guide & train all Branch staff of the assigned cluster. Ensure effective liaison between the branches and the Head Office departments Take ownership of the operational discrepancies arising from the allotted branches and initiate corrections. Handhold employees to identify process gaps and equip them to correct Process gaps. Based on the significance of the deviations, course corrections shall be implemented on priority basis Conduct a Follow up process adherence check to ensure effectiveness. Submit the monthly report of training sessions conducted for Branch Staff. Ensure that the branch staff are also equipped to perform micro banking activities. Ensure that regulatory and mandatory orders are adhered by the branch staff. Handhold Branch Manager, Branch Operations Manager & other officers to close audit queries & NCRs and

also to avoid reoccurrences. Ensure Bank staff are aware of the latest regulations by the regulatory bodies including RBI. Train Branch Staff on regulatory circular from RBI or other statutory bodies.

• . Skillset Required : Customer Satisfaction, Clo, Coo, Cro, Ned, Compliance, Aris, Banking