Axis Bank Branch Operations Head – Job Role, Skills & Requirements
Job Title: Head of Branch Operations (BOH) – Axis Bank
Job Description: Branch Operations Head (BOH)
Branch Operations Head (BOH) is responsible for managing the tellers and customer service officers, which enables day-to-day business within the branch to be operated without any obstacles. The BOH has the vital responsibility of implementing operational practices that enhance productivity, maintain customer satisfaction, and achieve financial performance. The BOH is in charge of maintaining compliance with all banking regulations, practices service excellence, and forms essential customer relationships to foster long-term business.
Principal Job Responsibilities of a Branch Operations Head
1. Efficient Branch Administration
Manage and supervise all regular banking operations, including cash operations, clearing, fund transfers (ECS/RTGS/NEFT), current and saving accounts, fixed deposit receipts (FDR), and new account opening.
Direct a team of tellers and customer service officers to ensure smooth branch operations
Maintain top-notch service levels through prompt handling of customer complaints and issues.
2. Customer Relationship Management
Establish and develop solid customer relationships with key customers to drive consistent business growth.
Sustain account balance growth alongside achieving cross-selling targets of banking services and products.
Enhance customer retention through the provision of tailored and simplified banking experience.
3. Financial Management & Risk Control
Monitor and maintain cash balances within the guidelines of the Cash Retention Limit (CRL).
Prevent revenue loss through stringent controls over income sources and office accounts.
Maintain Anti-Money Laundering (AML) policy and regulatory compliance.
4. Regulatory Compliance & Audits Handling
Ensure compliance with internal policies, regulations, and banking legislation.
Regularly review vault registers, watch for suspicious transactions, and trace outstanding management reports.
Deal with internal and external audits, attending to audit queries in a timely manner to facilitate compliance and effective operations.
5. Branch Officer Training & Development
Train customer service officers through banking product training, processes, policies, and regulatory requirements.
Encourage development of skills through certification like NCFM and AMFI.
Establish high-performing work culture through mentoring and leading the branch team.
Essential Qualifications of a Branch Operations Head
Education Qualification:
Graduation or post-graduation from a well-recognized institution (MBA marketing is preferable).
Certifications like NCFM (NSE Academy Certification in Financial Markets) and AMFI (Association of Mutual Funds in India) are preferable.
Should-Have Skills & Competencies
To succeed as a branch operations head, one needs to possess the following:
1. Banking Expertise & Product Knowledge
Thorough knowledge of retail banking products and services.
Knowledge of banking operations, customer service management, and financial transactions.
Knowledge of financial regulations, compliance norms, and risk management.
2. Strong Communication & Customer Handling Skills
Effective verbal and written communication skills in English and the local language.
Ability to handle complex customer issues with professionalism and empathy.
3. Risk & Uncertainty Management
Ability to manage challenges, mitigate risk, and make well-informed decisions in a dynamic banking environment.
Ability to prioritize in order to achieve business targets while ensuring no risks are taken.
4. Performance-Driven & Deadline-Oriented Approach
Ability to manage work pressure and achieve deadlines while ensuring delivery of operational excellence.
Ability to drive branch productivity and performance towards financial targets.
Branch Banking: The Key Pillar of Axis Bank
Branch banking is a pivotal component of Axis Bank’s overall strategy and represents the face of the bank to its millions of retail customers. As a key driver of customer interface, branch banking focuses on deposit mobilization, i.e., from New-to-Bank (NTB) customers, along with an entire gamut of banking products and services.
Why Work at Axis Bank?
Axis Bank promotes diversity and inclusiveness culture, and it welcomes candidates from various backgrounds, such as women, LGBTQIA+, and PwD. The bank aims to create an open and growth mindset work culture that empowers employees to achieve their full potential.
Conclusion
Branch Operations Head (BOH) position is an on-going leadership job requiring banking insight, customer relationship management, risk management, and adherence to conventions. If your passion is banking operations and your aspiration is to create growth within a customer-focused setup, then Axis Bank is the perfect career boost destination.