Branch Operation Officer

Key Responsibilities:

1. Daily Branch Operations:

• Oversee routine administrative and operational activities at the branch.
• Monitor daily cash flow, vault management, record-keeping, and end-of-day reports (especially in banking/NBFC roles).
• Ensure all transactions, processes, and systems operate smoothly and comply with standard operating procedures.

2. Compliance and Audit Readiness:

• Ensure compliance with internal policies, regulatory norms (e.g., RBI/IRDAI/SEBI guidelines), and audit requirements.
• Maintain branch-level documentation, customer records, and operational logs in an organized and compliant manner.
• Assist in preparing the branch for internal and external audits, and coordinate with auditors during inspection.

3. Customer Service Support:

• Address walk-in customer inquiries, account or service-related issues, and coordinate with relevant departments for resolution.
• Assist the sales team in account onboarding, KYC documentation, and verification processes.
• Ensure customer satisfaction through prompt support and professional handling of branch activities.

4. Documentation and Reporting:

• Maintain daily MIS reports, transaction logs, service status reports, and internal communication records.
• Ensure accurate and timely documentation of customer onboarding, loan processing, insurance forms, etc.
• Assist the branch manager in creating weekly, monthly, and quarterly performance reports.

5. Team Coordination:

• Supervise junior operations staff, clerks, or back-office assistants, ensuring all tasks are delegated and executed efficiently.
• Coordinate with the head office, finance, IT, HR, and other support departments.
• Provide training and guidance to new branch staff on operations and compliance.

6. Inventory and Facility Management:

• Manage office equipment, stationery, files, and documents, ensuring inventory is maintained.
• Ensure cleanliness, safety, and readiness of the branch premises.
• Coordinate with vendors for office maintenance, courier, or IT-related services.

7. System and Software Usage:

• Operate core banking/ERP/CRM or other industry-specific software systems.