Rupali Aich

Ensuring the efficient delivery of banking services to customers, maintaining service quality standards, and driving customer satisfaction.

Key Responsibilities:

1. Customer Service Management:

• Act as the point of contact for resolving customer service issues and escalations.
• Ensure timely and accurate delivery of banking products and services.

2. Service Quality Assurance:

• Monitor and maintain high service delivery standards.
• Develop processes to improve service efficiency and quality.

3. Operational Oversight:

• Coordinate between various teams (operations, IT, and sales) to ensure seamless service delivery.
• Monitor daily banking operations to ensure adherence to processes and compliance.

4. Process Optimization:

• Identify areas for improvement in service processes and implement corrective actions.
• Ensure cost-effective and efficient service delivery.

5. Team Management:

• Lead and manage service delivery teams.
• Provide training and support to staff to enhance customer service skills.

6. Compliance and Risk Management:

• Ensure all banking operations comply with regulatory requirements.
• Identify and mitigate risks associated with service delivery.

7. Performance Reporting:

• Track key performance indicators (KPIs) and prepare reports for senior management.
• Analyze feedback to improve service delivery.

8. Stakeholder Coordination:

• Collaborate with internal stakeholders to align services with business objectives.
• Maintain relationships with clients to understand their needs and expectations.

Skills :

• Strong leadership and organizational skills.
• Excellent communication and interpersonal skills.
• Knowledge of banking operations and regulatory compliance.
• Ability to manage teams and handle pressure.
• Proficiency in problem-solving and process improvement.

Fraud Monitoring:

• Knowledge of fraud detection techniques and identify unusual patterns or activities.
• Familiarity with transaction monitoring systems and red flag indicators.
• Understanding of data analysis methods for identifying fraud trends.

Compliance:

• Knowledge of regulatory frameworks (e.g., AML, KYC, GDPR, PCI DSS) and industry standards.
• Fair knowledge of conducting compliance risk assessments and audits.
• Ability to develop and deliver compliance training programs.
• Understanding of ethical practices and their integration into organizational processes.

Audit:

• Familiarity with internal audit processes, planning, and execution.
• Knowledge of performing financial, operational, and compliance audits.
• Experience in preparing detailed audit reports and recommending corrective actions.
• Understanding of risk assessment methodologies and control evaluations.

• To work in an error free environment and ensure that all processes laid by the bank are followed
• TO ensure satisfactory audit in operational parameter at teller counters of branch
• To provide the customers best in class customer services to bank customers
• Assist the branch in meeting their targets by generating leads for various liability and asset products
• Handling of cash receipts and payments and ensuring transactions are carried out within prescribed TAT without errors
• Cash balancing and Cash bundling at EOD
• Processing request for issuance of DD/MC within prescribed TAT
• Processing fund transfer requests at branch
• Processing salary uploads for corporates
• Custodian of teller vault
• Managing clearing activities
• Processing NEFT/RTGS transactions prior cut off timings
• Maintaining registers and reports at teller counter
• Processing vendor bills/ utility bills at branch
• Detection of Counterfeit currency at branch
• Checking of instruments under UV lamps as per process and guidelines
• To report any excess or shortage cash to BM and CH the same day and not to conceal such lapses at any cost
• Lead generation across products range through walk-in and followup
• Ensure quality customer service is delivered
• All irate customers to be diverted to BM and Authorizer
• Promoting all direct banking channels and ensuring that the customers is utilizing the same
• Handling bearer and extract business from them and diverting towards online transactions
• Resolving all complaints received within the stipulated TAT

• Responsible for maintaining the customer satisfaction and service of the store
• Maintaining Company Accounts
• Holding Company main cash and banking
• Customer Relationship Management
• Fraud prevention of Store
• Maintaining Customer & Client escalations
• Ensuring adherence to prescribed guidelines as per operations manual issued from time to time
• Developing a compliance culture
• Mitigating risk in office accounts
• Timely closure of audit-related matters
• Physical verification and reconciliation of various inventory items
• Filling various returns in time
• Maintenance and periodic updation of registers
• Checking various daily reports (cash vouchers etc.)
• Physical custody of keys
• Renewal of licenses / registrations under Shop & Establishment Act, Sales Tax/ VAT etc

• Maintaining Company Accounts
• Maintaining PF & ESIC Compliance
• Resolving Client & Customer escalation
• Ensuring day-to-day reconciliation of transaction
• Ensuring Customer Service is delivered within TAT & ensures error free process
• Various customers MIS operations
• Process Improvement initiatives
• Dealing with Staff and resolving their queries

• Responsible for monitoring and continually improving standards of performance and quality within the operation
• Monitoring and Maintenance of company accounts
• Delivery of customer service by TAT
• Negotiating contracts, ensuring that they balance value and risk
• Retention of existing customers and resolving escalations
• Vendor Management