Service and Operations Manager

Service & Operations Manager Role Category Category Weightage Parameters Parameter Weight % Metro Urban SU Rural Service Operations Manager (MSS) Service Quality 15% A/c Opening Success% (FTR) • 90 % FTR in SA/CA, Process accounts with 100% FTR • Needs curing under control 7.5% NA NA NA NA Service Operations Manager (MSS) Service Quality 15% Customer Onboarding and Engagement (Active: 60%, Primary:30% and PH - min 2 at M2 level) 7.5% NA NA NA NA Service Operations Manager (MSS) Quantitative Parameters 20% MoM CASA NTB (Nos) 5% 6 5 5 5 Service Operations Manager (MSS) Quantitative Parameters 20% MoM Incremental CASA AMB Value (Through NTB Accounts) (Rs Lacs) 10% 6 5 3 1.5 Service Operations Manager (MSS) Quantitative Parameters 20% LI + GI+ MF + Assets - Net Revenue in Rs lacs - Yearly Income 5% 2 1.8 1.5 1.2 Service Operations Manager (MSS) Portfolio Management 10% Deepening : 3% MoM TRV Growth in mapped accounts 5% NA NA NA NA Service Operations Manager (MSS) Portfolio Management 10% Mapped Book Coverage (Customer meetings for Mapped Book) 5% NA NA NA NA Service Operations Manager (MSS) Customer Satisfaction 5% Product Holding of Branch & Customer Testimonials 5% NA NA NA NA Service Operations Manager (MSS) Compliance and Controls 50% Audit Ratings: Branch Medium Risk or below - Branch Medium Risk or below ,Follow the process as process and keep all the records available for checking - Timely Revert and rectification of audit findings 20% NA NA NA NA Service Operations Manager (MSS) Compliance and Controls 50% Ensuring Operational Instructions are followed as per bank guidelines (Exhaustive online BOM Checklist to be followed strictly) • Ageing of suspense accounts • ATM & Vault EOD - CBR ,To be updated on daily basis without error apart from Technical error • BCP as per process • Maintaining CRL within limits • Exhaustive Checklist need to be complied in total 20% NA NA NA NA Service Operations Manager (MSS) Compliance and Controls 50% Control on Clearing balances: • To ensure all excess funds 10L and above transferred to HO (Applicable for Non-CTS centres Only) • Timely submission of BRS For CTS locations & Non CTS Locations :: Controls implemented in regard to Clearing as per Checklist like, OW clg checking / UV checks and other controls. NIL TOD entries and recoveries / Timely reverts and closure. 10% NA NA NA NA