Branch Operations Head Job Description | Axis Bank Careers 2025
Job Description: Branch Operations Head (BOH) | Axis Bank
About Axis Bank Branch Banking
Axis Bank’s branch network serves as the frontline of customer engagement, representing the bank to millions of retail customers. Our branches play a pivotal role in acquiring new customers (New-To-Bank or NTB), mobilizing deposits, and driving customer satisfaction. They are central to executing the bank’s financial strategies, offering a wide range of products and services to meet customer needs.
Job Title: Branch Operations Head (BOH)
Location: PAN India
Department: Branch Banking
Employment Type: Full-time
Experience: Relevant experience in banking operations and branch management preferred
About the Role
The Branch Operations Head (BOH) is a key leadership role responsible for managing the daily operations of an Axis Bank branch. This position oversees customer service officers and tellers, ensuring smooth branch functioning and adherence to compliance and regulatory guidelines. The BOH plays a crucial role in enhancing operational efficiency, optimizing performance, and achieving financial targets while maintaining high service standards.
Key Responsibilities
Branch Administration & Operational Efficiency
- Oversee day-to-day branch activities, including cash management, clearing, transfers, ECS/RTGS/NEFT, savings and current accounts, fixed deposits, and account opening.
- Ensure smooth and seamless customer service delivery with a team of tellers and customer service officers.
- Monitor operational procedures to ensure compliance with banking norms, regulations, and internal policies.
- Maintain optimal cash balance within the prescribed Cash Retention Limit (CRL) to ensure efficient cash flow.
- Control income leakages and monitor office accounts for any discrepancies.
Customer Service & Relationship Management
- Address and resolve customer complaints promptly while ensuring a high level of service satisfaction.
- Build and maintain strong customer relationships to foster business growth and customer loyalty.
- Lead customer engagement strategies to drive brand loyalty and increase cross-selling opportunities.
Business Growth & Revenue Enhancement
- Drive the achievement of branch financial targets, including deposit growth and cross-selling banking products.
- Implement effective strategies to enhance account balances and boost revenue through various banking services.
- Identify potential business opportunities and work towards expanding the customer base.
Risk Management & Compliance
- Ensure compliance with banking regulations, anti-money laundering (AML) policies, and operational risk guidelines.
- Review exceptional transactions and vault registers to minimize financial risk.
- Handle internal and external audits, promptly responding to audit queries and implementing corrective measures where necessary.
Team Leadership & Training
- Train and mentor customer service officers on banking products, policies, processes, and compliance guidelines.
- Foster a high-performance culture within the branch team, ensuring continuous skill enhancement and professional growth.
- Monitor team performance and provide constructive feedback for continuous improvement.
Qualifications & Educational Requirements
- Educational Background: Graduation/Post-Graduation (MBA in Marketing preferred) from a recognized institution.
- Certifications: NCFM and AMFI certifications will be an added advantage.
Required Skills & Competencies
To excel in this role, the candidate must demonstrate the following:
- In-depth knowledge of banking products and services – Understanding savings accounts, current accounts, loans, investments, and other financial services.
- Regulatory and Compliance Expertise—Awareness of banking norms, anti-money laundering policies, and risk management principles.
- Strong Communication Skills—Excellent verbal and written communication in English and the local language for effective customer interaction.
- Customer Relationship Management—Ability to manage and enhance client relationships to drive customer satisfaction and business growth.
- Decision-Making & Problem-Solving—Capacity to handle complex client situations with confidence and expertise.
- Team Leadership & Performance Management—Ability to manage, train, and motivate a team to achieve operational excellence.
- Ability to Work Under Pressure—Efficiently managing deadlines and ensuring seamless banking operations in a fast-paced environment.
Why Join Axis Bank?
At Axis Bank, we believe in fostering a diverse and inclusive workplace where every employee feels valued and empowered. We encourage applications from individuals of all backgrounds, including women, LGBTQIA+, and persons with disabilities (PwD). We are #DilSeOpen to diversity, equity, and inclusion.
How to Apply
Interested candidates meeting the above criteria are encouraged to apply through our official careers portal. Join us in shaping the future of banking with innovation, customer-centricity, and operational excellence.
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Conclusion
The Branch Operations Head is a critical role ensuring smooth branch operations, customer satisfaction, regulatory compliance, and business growth. If you have the expertise, leadership skills, and customer-centric approach needed for this role, Axis Bank welcomes you to be a part of our dynamic team