Monday, August 26, 2019

Roles and Responsibilities of Service Manager

Roles and Responsibilities of Service Manager

Roles and Responsibilities of Service Manager
Roles and Responsibilities of Service Manager

With the advancement of technology, when everything in banking is happening at a fast pace, the age-old emphasis on 'Systems and Procedure' is getting diluted to a considerable extent, leading to a sharp rise in fraud cases with huge financial and reputational implications. This is particularly evident in branch operations. The fraud cases not only cause immense reputational loss to the bank, but these also dent the customer's trust in the bank. There is no denying the fact that customer service should get top priority at the branches, but this does not warrant any compromise in systems and procedure. We can attain the highest level of customer service while following the laid down norms of the bank. Willingness to develop team spirit, to stay updated by gathering knowledge about the products and services and to strive for excellence can provide a solution to this problem. The Service Manager or Manager(Branch Operation) can play a pivotal role as he/she is the key person who can set the tone for the branch. He/she is responsible for outstanding customer relations as well as imbibing the bank's service culture in all staff members. In order to achieve the best results, he/she needs to develop a team and delegate duties to various team members, giving them specific tasks to accomplish within the given timeline. He/she is someone, who needs to exhibit confidence and competence to inspire and motivate the team members. He/she needs good interpersonal and communication skills to take the team in the right direction and needs to ensure that entire team at the branch should show a single face to the customer and deliver effective financial services. His/her role also involves creating an ambiance conducive for efficient branch operations. He/she needs to ensure that the team members follow the highest ethical practice and strive to achieve the laid down goals and objectives of the bank. The performance of the branch significantly depends on the performance of the Service Manager. He/she is someone, who needs to update his/her skills continuously by acquiring knowledge and expertise. He/she should lead by examples as the entire team at the branch looks up to him/her. He/she needs to fill the team with energy and provide mentorship to those in operations by observing their activities and assisting them in solving complicated operational problems. Some of the roles and responsibilities for a Service Manager are listed as under. 

Roles: 

• Joint Custodian of the Branch. 
• Responsible for Cash/Gold Ornaments (as a Joint Custodian), SecurityDocuments viz., Specimen Signatures, Branch Documents, etc. 
• He is the floor manager for the Branch, ensuring punctuality, neatness and efficient functioning of the Branch. 
• Coaching and motivating the SWOs to be customer-friendly, encouraging them to interact with the customers. 
• Handling staff-related matters, maintenance work for the Branch, Operational risks in the Audit process, timely submission of MIS related information, etc., under the overall supervision of the Branch Manager 
• Taking charge of Administrative matters, matters relating to Premises, Rent, Electricity, Utilities, Annual Maintenance Contracts, ATM, etc. under the overall supervision of the Branch Manager. 
• Liaising with external agencies like CPCs, Contact Centre, ATM Agencies and CM (Admin) to ensure the effective functioning of the Branch. 
• Ensuring smooth and efficient functioning of the Branch on various efficiency-related parameters for the customer service, staff, and upkeep of the Branch. 
• Act as a whistleblower and report to Controllers actual or suspected frauds, inappropriate behavior, and practices, unethical actions, etc. 

Responsibilities: 

• Overall Head of the Administration Unit of the Branch reporting to the branch manager. 
• Handling CMS complaints and Customer Complaints which cannot be solved by SWOs/ Grahak Mitra. 
• Monitor and report the performance of external agencies attached to the branch for the upkeep of ATMs, hardware, courier services, etc. to controllers, so that all the facilities are available in a trouble-free manner for rendering excellent customer service.
 • Ensure that the ATM PIN mailers are handled securely and the undelivered ATMcards are not handled by the persons who handle ATM PIN mailers. All undelivered ATM cards and PINS are delivered to the account holders after followup & destroyed after 45 days it remains undelivered. 
• Ensure Safe custody of scrip, safe deposit articles, and vacant safe deposit locker keys. 
• Ensure that the Current and Last calendar month's vouchers are kept in lock and key. 
• Delivering and accepting welcome kits to/from Senior/Special Assistants at the end of the day. 
• Branch Document Register is to be maintained as per laid down instructions. 
• Branch Licence, Emergency Arrangement, Locking up Arrangement, DRP & BCP, Insurance and AMC of Bank's properties, Lease Agreements, Audit notes, Gun license, Copy of RC books, FC, Insurance, Agreement, etc. are entered in the BDRegister. 
• Items like NSC and LIC policies are properly recorded in the MiscellaneousSecurities Register 
• The Emergency Arrangements / Locking up Arrangement are properly approved and current in order. 
• BCP and DRP are approved by controllers and current. 
• Ensure the display of proper notice boards as per the laid down norms from RBI/SBI from time to time. 
available in a trouble-free manner for rendering excellent customer service. 
• Ensure that the ATM PIN mailers are handled securely and the undelivered ATMcards are not handled by the persons who handle ATM PIN mailers. All undelivered ATM cards and PINs are delivered to the account holders after followup & destroyed after 45 days it remains undelivered. 
• Ensure Safe custody of scrip, safe deposit articles, and vacant safe deposit locker keys. 
• Ensure that the Current and Last calendar month's vouchers are kept in lock and key. 
• Delivering and accepting welcome kits to/from Senior/Special Assistants at the end of the day. 
• Branch Document Register is to be maintained as per laid down instructions. 
• Branch Licence, Emergency Arrangement, Locking up Arrangement, DRP & BCP, Insurance and AMC of Bank's properties, Lease Agreements, Audit notes, Gun license, Copy of RC books, FC, Insurance, Agreement, etc. are entered in the BDRegister. 
• Items like NSC and LIC policies are properly recorded in the MiscellaneousSecurities Register 
• The Emergency Arrangements / Locking up Arrangement are properly approved and current in order. 
• BCP and DRP are approved by controllers and current. 
• Ensure the display of proper notice boards as per the laid down norms from RBI/SBI from time to time. 


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