Executive - Business Channels (Operations & Customer Service)

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Functional (job responsibilities)

Sales & Service

1. Provide superior customer service to walk-in customers and contribute to expected levels of CSAT

Customer Satisfaction) scores and Mystery Shopping Results

2. Carry clear targets for specific products – CASA and FD Book growth and Account opening, Cross selling of

PL, Credit Cards, Portfolio Sales and ASBF Funding and any other product as deemed fit for Branch Ops

3. Learn and use I-Pads / other devices (if applicable to branch) for customer service / cross selling

4. Perform Meeter-Greeter / Navigator role on rotational basis / as applicable

5. Assist in calling up customers for service / sales interactions

6. Step out of the branch to meet customers for service / sales discussions occasionally / as applicable

7. Participate in weekend open houses / cross selling initiatives, as and when required

8. Support Bank’s Digital Transformation initiatives including Connect Penetration and OTC Transaction

migration

9. Accept assignments as required to maintain adequate staffing levels throughout branch network.

Operations

10. Carry out Branch RCSA through sample checking and effective rectification as applicable

11. Accept and process transactions (deposits, withdrawals, Remittances, ANSB and any other products

launched by the Bank) in a timely and accurate manner.

12. Over-ride transactions as per Bank defined transaction limits.

13. Read, understand and comply with Bank’s internal SOPs as applicable

14. Be on stand-by during weekend for SST activities, as and when applicable

15. Perform Relief CSOM / 2nd Liner functions as and when applicable

16. Responsible for overall branch cash holding and end of day cash balancing (applicable for Chief Cashier)

17. Comply with staff transfer guidelines through inter-branch / region transfer as part of operational risk

mitigation

18. Observe the Bank’s Code of Conduct & Ethics

Other Responsibilities

19. Maintain confidentiality of customers and Bank’s information in a responsible manner

20. Keep a clean, organized work area and maintain a professional appearance

21. Attend all trainings as applicable including e-learning / Work-day

22. Filing of reports

23. Occasionally help in branch housekeeping activities, including but not limited to moving of cartonboxes,

retrieving of vouchers from storage, etc.

24. Carry out other duties as assigned periodically.