Branch:Branch Relationship Officer-Service

About Retail Liability Products
The Branch Banking Department at Axis Bank is responsible for managing and growing the bank’s deposit base through a diverse suite of products including Savings Accounts, Current Accounts, Term Deposits, and NRI offerings. The department plays a strategic role in driving low-cost deposit mobilization (CASA), enhancing customer experience, and supporting the bank’s retail banking objectives. The department collaborates closely with sales, operations, compliance, and technology teams to deliver superior value to customers while maintaining regulatory standards. It is a key contributor to Axis Bank’s growth, profitability, and reputation as one of India’s most trusted retail banks.

About the Role
Service BROs are entrusted with driving operational excellence within the branch while ensuring a superior and seamless customer service experience. This role demands strong cross-functional collaboration with internal teams and effective engagement with external stakeholders. A deep understanding of banking processes, regulatory compliance, and industry standards is essential to deliver on both operational and service objectives. The position requires proactive problem-solving, strict adherence to process compliance, and a customer-first approach to enhance service quality and support overall branch performance goals.

Key Responsibilities
• Drive BOHI Score for achievement of BOHI (Branch Operations Health Index) KRIs to maintain operational excellence
• Reduce NFTRs and STOs
Implement strategies to minimize Non-Financial Transaction Requests and Service Turnaround Overruns.
• Higher NPS for Branch Servicing
Enhance customer satisfaction by improving Net Promoter Score (NPS) through superior service delivery.
• STP Adherence
Adoption of Straight Through Processing (STP) journey at branches for operational accuracy.
• Institutionalize DAR Adoption
Promote and embed Digital acknowledge receipt (DAR) practices across branches for better monitoring and accountability.
• Operational Efficiency & Audit Compliance
Follow bank compliance, policies and procedures to improve operational efficiency and drive high Audit OE and LOC scores.
• Customer Complaint Management
Ensure timely resolution of customer complaints within defined Turnaround Time (TAT) and reduce complaints at branches
• Risk & Compliance Adherence
Uphold regulatory and internal compliance standards to mitigate operational risks
• CASATD Acquisition
Focus on sourcing New to Bank business in terms of Current Account, Savings account and term deposit
Qualifications
Optimal qualification for success on the job is:
• Educational Qualification: Postgraduate (MBA preferred)
• Industry Background: Banking
• Overall experience: More than 1 year
Role Proficiencies:
For successful execution of the job, a candidate should possess the following:
• Operational Expertise
Strong understanding of branch operations, banking processes, and audit requirements to ensure efficiency and compliance.
• Regulatory & Compliance Knowledge
In-depth awareness of industry regulations, risk management practices, and adherence to internal and external compliance standards.
• Customer Service Orientation
Ability to deliver superior customer experiences, resolve complaints within TAT, and drive improvements in NPS.
• Analytical & Problem-Solving Skills
Capability to analyze operational gaps, reduce NFTRs and STOs, and implement process improvements effectively.
• Collaboration & Stakeholder Management
Skilled in working across internal teams and engaging external stakeholders to achieve service and operational objectives.