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.

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.

Implement strategies to minimize Non-Financial Transaction Requests and Service Turnaround Overruns.

Enhance customer satisfaction by improving Net Promoter Score (NPS) through superior service delivery.

Adoption of Straight Through Processing (STP) journey at branches for operational accuracy.

Promote and embed Digital acknowledge receipt (DAR) practices across branches for better monitoring and accountability.

Follow bank compliance, policies and procedures to improve operational efficiency and drive high Audit OE and LOC scores.

Ensure timely resolution of customer complaints within defined Turnaround Time (TAT) and reduce complaints at branches

Uphold regulatory and internal compliance standards to mitigate operational risks

Focus on sourcing New to Bank business in terms of Current Account, Savings account and term deposit

Optimal qualification for success on the job is:

Role Proficiencies:

For successful execution of the job, a candidate should possess the following:

Strong understanding of branch operations, banking processes, and audit requirements to ensure efficiency and compliance.

In-depth awareness of industry regulations, risk management practices, and adherence to internal and external compliance standards.

Ability to deliver superior customer experiences, resolve complaints within TAT, and drive improvements in NPS.

Capability to analyze operational gaps, reduce NFTRs and STOs, and implement process improvements effectively.

Skilled in working across internal teams and engaging external stakeholders to achieve service and operational objectives.