Senior Officer, Branch Operations and Service Head, Consumer Banking Group
Core
Lead and oversee daily branch operations to ensure seamless, efficient, and compliant service delivery for consumer banking customers.
Role type
Senior branch operations and service head
Builds
Consumer banking products and services (deposits, investments, insurance, mortgages, credit cards, personal loans)
Domain
Consumer banking / Retail banking
Deliverable
product features
Required skills
Branch operations management, Customer service management, Operational risk management, Regulatory compliance, Team leadership and mentoring, Process optimization, Digital transformation, Stakeholder collaboration, Complex issue resolution, Strategic planning
Preferred skills
Experience in digital banking adoption, Adaptability to dynamic environments
Technologies
Digital banking platforms
Responsibilities
Lead and oversee daily branch operations, Drive service excellence and customer satisfaction metrics, Ensure adherence to regulatory guidelines and risk management policies, Manage operational risk and resolve audit findings, Lead and develop the branch service team, Collaborate with stakeholders to optimize processes and promote digital adoption, Manage and resolve complex customer escalations
Seniority
Senior, hands-on IC with leadership responsibilities