Branch Relationship Officer - Service

About the role

Axis Bank’s Branch Banking Department seeks a Branch Relationship Officer-Service in Mumbai to drive operational excellence and enhance customer experience. The role focuses on improving branch health metrics, reducing service delays, and ensuring strict regulatory compliance while managing customer relationships. This is an on-site position requiring deep knowledge of banking processes and stakeholder management.

What you’ll do

• Drive BOHI Score achievement to maintain operational excellence
• Reduce Non-Financial Transaction Requests (NFTRs) and Service Turnaround Overruns (STOs)
• Enhance Net Promoter Score (NPS) through superior service delivery
• Ensure Straight Through Processing (STP) adherence for operational accuracy
• Institutionalize Digital Acknowledge Receipt (DAR) adoption across branches
• Follow bank compliance policies to improve Audit OE and LOC scores
• Manage timely resolution of customer complaints within defined TAT
• Uphold regulatory standards to mitigate operational risks

What you’ll bring

• Postgraduate degree (MBA preferred)
• 5-8 years of banking industry experience
• Strong understanding of branch operations and audit requirements
• In-depth awareness of regulatory and compliance standards
• Proven ability to resolve customer complaints within TAT

Skills

Education

Postgraduate (MBA preferred)