Service Delivery Manager

About the Company 

RBL Bank is one of India’s fastest growing private sector banks with an expanding presence across the country. The Bank offers specialized services under six business verticals namely: Corporate & Institutional Banking, Commercial Banking, Branch & Business Banking, Retail Assets and Treasury and Financial Markets Operations. It currently services over 11.53 million customers through a network of 502 branches; 1,418 business correspondent branches (of which 289 banking outlets) and 414 ATMs spread across 28 Indian states and Union Territories.

Job Title: Service Delivery Manager

Key Roles & Responsibilities:

Responsible for daily operations of a full service branch office covering all aspects viz

branch operations, lending, security and safety in accordance with the Bank& guidelines.

1. Review & monitor AOF rejection cases, account closures, overdue FD & FD maturity data and renewals thereof

2. Scrutinize and verify customer requests, AOFs as per prescribed checklist before dispatching for processing. Informing customers in case of rejections, if any.

3. Driving key Setrics by :

 Daily checking of common pending folder of the branch and individual employees to

ensure that no customer request is pending with the staff along with random drawer

audits

4. Maintaining lowest levels of wait-time through :

 Load balancing among desks

 Regular monitoring of pending tokens through Admin login

 Analysis to understand employee level productivity & Daily roistering

 Leave planning & Training calendar

5. Ensuring adherence to Corporate Attire policy and Grooming guidelines by all staff

members

Principal Accountabilities – Compliance & Risk Management :

1. Ensure operations, risk control and process adherence at branches

2. Branch Audit scores

3. SOAX Audit scores

4. Fraud prevention

5. Ops risk monitoring

6. RBI audits, inspections and incognito visits

Major Activities – Compliance & Risk Management

1. Ensuring adherence to prescribed guidelines as per operations manual and e-circulars

issued from time to time

2. Developing a compliance culture through

 Awareness programs for branch staff on risk & compliance through Daily

Workplace Meetings and other platforms

 Display of mandatory notices at branch

 Ensuring dual custody of security items

 Day-end checking of high value transactions > INR 2 lakhs and non-base

branch transactions (cash, transfers, RTGS etc)

 Ensure customer calling when in doubt to reduce frauds

 Safe custody of items like stamps, stickers, keys, note slips etc.

 Daily reconciliation, balancing and tallying

 Training the branch staff on prevention of fraud and avoiding errors

3. Mitigating risk in office accounts by

 Reversing office account entries and IBRs within applicable TAT

 Monitoring key office accounts on daily basis

 Reconciliation of clearing accounts on daily basis

 balance confirmation

 Reconciliation of CMS pending cases

4. Timely closure of audit-related matters

 Closure of Key Audit Findings of IAD and RRM audit reports within TAT

 Acting upon AIRI cases

 Co-ordination with CA firms for Concurrent Audit and Auto Verification

5. Checking audit SQLs for re-confirmation and implementing corrective measures

6. Handling fraud cases

 6 hour reporting

 Closure of fraud cases in co-ordination with Internal Control Team

7. Physical verification and reconciliation of various inventory items

 Security items like cash, DD-PO stationery, foreign currency, keys, gold coins,

welcome kits- Monthly

 Deliverables- Monthly

 Fixed assets- Quarterly

 Keys- Quarterly

 Locker keys- Half yearly

8. Filing various returns in time

 Monthly returns

 Half yearly returns

 Quarterly Returns

 Mitra Committee reports- daily

 TOD, cheques and bills purchased beyond one month, Against Clearing

Debits, Loan Against FD, Loan Against Jewels

 QRS returns

 FCRA reports

 Charge Taking Certificate- as and when required

9. Maintenance and periodic updation of registers

 Daily updation (General Visitors’ Book/ Vault Register cum Jotting Book/ QCD

register/ Cheque Book Register/ Gold Register/ Foreign Currency Register/

PAN updation file/ Security inventory Register (DL)/ Inward Register)

 Branch documents register- As and when required

 Key movement register- As and when required

10. Checking various daily reports (Day book/ GL/ Multiple Cash Deposit report/ ISRA-

travelers cheques)

11. Forex

 Obtaining A1 & A2 returns for all remittances > USD 5000

 Ensuring approvals are in place for FCRA account transactions (TASC)

12. Physical custody of keys of

 Key-hive

 Items covered under Double Lock (DL)

 FRFC

 Vacant lockers

 Boxes containing deliverables

 Master locker key

 Clearing box

13. Asset servicing- addressing key risk areas

 IRs for cash deposited in closed loans

 Reconciliation of original documents vis-à-vis IRs

 CRF reconciliation

14. Passing and authorizing various types of vouchers and verification of transactions

Lockers

 Checking all forms and ensuring BM authorization

 Ensuring lien marking in linked accounts & follow-up on overdue rent

 Ensuring that the locker area is vacated and locked at the end of the day

 Interchange of locker keys before re-allotment of a vacant locker

15. Handling legal cases

16. compliance

 User Access Review

 Walk-through

 Testing

 Audit

17. Renewal of licenses / registrations under Shop & Establishment Act, Sales Tax/ VAT,

Professional Tax, Property Tax etc.,

18. Proper authorization of KYC documents

19. Checking and closing out all outstanding EDD cases ( Anti Money Laundering)

Principal Accountabilities – Branch Profitability :

1. Reduce cost of cash holding

2. Optimize big ticket opex items

Major Activities – Branch Profitability :

1. Maintain optimal cash holding at branch so as to ensure minimal cost of cash holding

2. Tracking big ticket opex line items in Branch P&L – Rentals, Electricity, Employees etc

and taking corrective action if required

3. Ensure timely recovery of interest and service charges

1. Monitor housekeeping and security personnel

2. Report issues pertaining to infrastructure and otherwise to INFRA

3. Ensure availability and functioning of adequate infrastructure elements (CCTV/ Fire

Alarm/ Burglar Alarm/ Fire Extinguisher/ Fire Fighting Equipment/ Cash Cabins/ Strong

Room/ Defender Safe/ FRFC etc.,)

Principal Accountabilities – Capability Building & Manpower Management :

1. Identify training needs

2. Inculcate self learning culture among employees

Major Activities – Capability Building & Manpower Management :

Capability building plan for the branch to improve productivity:

 Capability profiling of employees and updation

 Identification of functional training needs of each individual

 Nominate employees for training programs

 Tracking progress through “Greening” status

 Imparting training to the branch staff through knowledge nuggets, daily Workplace

Meetings, Saturday Learning Workshops

Other Responsibilities:

1. Hand over system in time

2. Alert Tech team about slow system performance by raising appropriate helpdesk call

3. Expenses

 Timely payment of bills to all vendors

 Stationery indenting and availability

4. Ensure presence of security guards during business hours

5. Onsite ATM maintenance

 Ensuring that the onsite ATM area is spic and span

 Ensuring display of all mandatory notices, address and contact numbers of

nearest branches and ATMs

6. BCP invoking as an when required

 Ensuring availability of fall-back files

 Conducting BCP drills

7. Legal cases to be handled

8. Balancing of tallying key official accounts

9. Monitoring of key accounts