Branch Operations Supervisor

5 months ago

Calgary, Canada ICICI Bank Canada Full time

ICICI Bank Canada is a wholly-owned subsidiary of ICICI Bank Limited which has its headquarters in Mumbai, India. ICICI Bank Limited is a leading private sector bank in India. The Bank’s consolidated total assets stood at US$182.8 billion as at December 31, 2019.

Established in December 2003, ICICI Bank Canada is a full-service direct bank with an asset base of about C$6.5 billion as at December 31, 2019, and it is a member of the Canada Deposit Insurance Corporation. The Bank offers a wide range of financial solutions to cater to personal, commercial, corporate, investment, treasury and trade requirements.

We provide a stimulating and rewarding environment with significant opportunity for personal growth, competitive salary and benefits package.

We are currently seeking a qualified banking professional for the Branch Operations Supervisor position for Calgary Branch.

**Job Purpose**:
The Branch Operations Supervisor will be responsible for day to day operations of the branch. The Branch Operations Supervisor will be responsible to effectively lead the branch operations/ teller team and to ensure productivity, efficiency and professional conduct in the branch.

Effectively manage branch operations, teller desks, service quality, complaints handling, customer movement in the branch lobby and be responsible to achieve assigned business targets. Responsible to generate cross-sell referrals and forward the lead to respective department for closure. Branch Operations Supervisor would also be responsible to generate business from new customers. Key performance parameters are customer service levels such as transaction times, error percentage, service quality scores, efficient handling of complaints, customer satisfaction scores, efficient lobby management, timely execution of operations activity, preparing and reporting various MIS and achievement of business targets.

**Area of Responsibilities**:
1. Responsible for branch operations and ensuring the branch is open in a timely manner.

2. Update all the charts, boards, MIS and visual display boards.

3. Organize customer sitting area (lobby management), display boards, product and regulatory fliers for easy access to customers.

4. Filing and maintenance of records and documentation as per Record Maintenance Policy of the Bank.

5. Responsible for ABM maintenance and reconciliation on a daily basis.

7. Ensure accounts are opened as per Bank’s product and guidelines while ensuring adherence to KYC, AML/ATF policies.

8. Responsible for branch complaints handling as per the Bank’s policies.

9. Maintaining the service request quality score and to ensure all service requests are resolved within timelines.

10. Ensuring error free transactions in the branch and maintaining error log.

11. Jointly plan and execute customer satisfaction campaigns in the branch.

12. Supervision, maintenance and upkeep of branch premises on daily basis

13. Reconcile end of day cash balances, investigate, reconcile and report cash shortages and excesses as per Bank’s processes

14. Act as joint custodian of cash and all security items.

15. Responsible for all security items consumed during the day and managing inventory

16. Compile MIS and dashboards related to banking transactions and business growth

17. Regular reporting to management on branch operations

18. Managing audits of the branch

19. Ensure all Bank policies, corporate security guidelines, regulatory guidelines, industry service standards and codes of conduct are adhered to.

20. Plan and ensure staff training, education, knowledge enhancement

21. Specific projects as a member of the project team

22. New activities identified due to change in processes and products

23. Handle customers to provide excellent service levels

24. Own and manage lead generation targets from service team and contribute to financial objectives of the Bank by cross selling over the counter

25. Other activities in order to facilitate smooth operation of the branch as assigned from time to time.

If you require accommodation measures during any phase of the hiring process, please notify us as soon as possible. All information received in relation to accommodation requests will be kept confidential

Schedule:

- 8 hour shift

Work Location: In person

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