SDM

Job Description – Service Delivery Manager (SDM)

Responsible for daily operations of a full service branch office covering all aspects viz branch operations, lending, security and safety in accordance with the Bank's guidelines.

Key Responsibilities:

1. Review & monitor AOF rejection cases, account closures, overdue FD & FD maturity data and renewals thereof.
2. Scrutinize and verify customer requests, AOFs as per prescribed checklist before dispatching for processing. Informing customers in case of rejections, if any.
3. Driving key Metrics by:
   • Daily checking of common pending folder of the branch and individual employees to ensure that no customer request is pending with the staff along with random drawer audits.
4. Maintaining lowest levels of wait-time through:
   • Load balancing among desks.
   • Regular monitoring of pending tokens through Admin login.
   • Analysis to understand employee level productivity & Daily rostering.
   • Leave planning & Training calendar.
5. Ensuring adherence to Corporate Attire policy and Grooming guidelines by all staff members.
6. Compliance & Risk:
   • Ensure operations, risk control and process adherence at branches.
   • Branch Audit scores.
   • SOAX Audit scores.
   • Fraud prevention.
   • Ops risk monitoring.
   • RBI audits, inspections and incognito visits.
7. Branch Profitability:
   • Maintain optimal cash holding at branch so as to ensure minimal cost of cash holding.
   • Tracking big ticket opex line items in Branch P&L – Rentals, Electricity, Employees etc and taking corrective action if required.
   • Ensure timely recovery of interest and service charges.
8. Capability Building & Manpower Management:
   • Identify training needs.
   • Inculcate self learning culture among employees.