Regional Branch Operations & Service Manager

Job Requirements

About the Role

The Regional Branch Operations & Service Manager (ROSM) is responsible for maintaining a strong operational and service compliance culture across urban branches. This role involves conducting regular branch visits, identifying gaps, and working closely with branch teams to implement corrective actions. The incumbent will monitor key operational and service parameters, support new branch launches, and lead initiatives to improve efficiency, compliance, and customer satisfaction across the region.

Key Responsibilities

Primary Responsibilities

• Conduct branch audits to assess operations and service compliance.
• Collaborate with branches to ensure timely closure of gaps identified during ROSM visits.
• Monitor critical service and operational parameters through remote tracking of key transactions.
• Ensure all branches are visited as per the defined assessment plan.
• Support branches in achieving high scores in internal audit ratings.
• Conduct training programs to enhance operational compliance and efficiency.
• Drive performance on the Branch Operational & Service Index across the region.
• Provide guidance and support for new branch preparation and launch activities.

Secondary Responsibilities

• Lead regional-level projects aimed at improving operations and service delivery.
• Ensure timely and accurate resolution of complaints with a focus on First Time Right (FTR) and turnaround time (TAT).
• Oversee timely and correct reporting of critical operational parameters.

What We Are Looking For

Education

• Graduate in any discipline (Full time)
• Postgraduate qualification preferred (MBA or PGDM).

Experience

• 5 to 10 years of relevant experience in branch operations and service management.

Skills and Attributes

• Strong understanding of banking operations, compliance, and service standards.
• Excellent stakeholder management and coordination skills.
• Ability to identify gaps and implement effective solutions.
• Strong leadership and team development capabilities.
• Analytical mindset with attention to detail.
• Fluent in English with effective training delivery skills.
• Commitment to regulatory adherence and operational excellence.