Senior Service Delivery Manager

Hiring for the role ofService Delivery Manager (SDM) for Bank.Location -Bilaspur -Chhattisgarh, India Rourkela- Orissa, IndiaRequire any graduate with Min 4 years’ experience as Branch Operations in banks only.Job Description – Service Delivery Manager (SDM) The Service Delivery Manager (SDM) is responsible for managing end-to-end branch operations, ensuring efficient service delivery, regulatory compliance, and optimal customer experience while driving branch productivity and profitability.Key Responsibilities: 1. Branch Operations & Customer Service Oversee daily branch operations including account opening (AOF), closures, and deposit management. Review AOF rejections, overdue FDs, and ensure timely renewals. Scrutinize customer requests and documentation as per prescribed guidelines. 2. Service Excellence & Process Efficiency Monitor pending requests across staff to ensure timely resolution. Optimize customer wait time through workload distribution and token monitoring. Drive productivity through roster planning, performance tracking, and training schedules. 3. Compliance & Risk Management Ensure strict adherence to operational processes and regulatory requirements. Manage branch audit readiness (internal audits, SOX, RBI inspections). Implement fraud prevention and operational risk controls. 4. Branch Profitability Optimize cash management to minimize holding costs. Monitor branch P&L including key expense heads (rent, utilities, manpower). Ensure timely recovery of charges and interest income. 5. Team & Capability Development Identify skill gaps and drive training initiatives. Foster a culture of continuous learning and high performance. Ensure adherence to grooming and corporate conduct standards.

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