Associate Customer Service Manager

About the Role

The Associate Customer Service Manager plays a vital role in the Rural Banking division, overseeing branch-level operations and driving exceptional customer service experiences. This position aims to expand retail banking services by effectively leveraging resources and technological advancements. Serving as the key guardian of all rural banking documentation at the branch, the individual supports operational activities related to rural and semi-urban retail financial products. The role ensures smooth management of the customer journey, meeting service requests, and guaranteeing a seamless banking experience.

Key Responsibilities

• Manage daily operations and administrative functions of the branch while ensuring strict adherence to the bank's policies and procedures.
• Supervise service delivery for internal and external customers at the rural branch location.
• Carry out data entry tasks involving application forms, customer identification creation, and account setup processes.
• Verify documents such as KYC details, application submissions, and loan paperwork for accuracy and compliance.
• Process cash transactions and clearing activities securely and efficiently.
• Maintain consistently high audit standards through compliance and operational excellence.
• Collaborate with business teams to enforce operational and regulatory standards, including lending and risk control.
• Lead initiatives to enhance process quality, reduce turnaround times, and improve service level agreements.
• Apply automation and digital solutions to boost operational effectiveness.

• Ensure the branch infrastructure remains fully functional and prepared for daily operations.
• Support the rollout and delivery of retail banking products in rural and semi-urban markets.
• Contribute to community upliftment efforts and livelihood development programs.

Candidate Profile

• Educational Qualification: Graduate degree in any field such as BA, BCom, BBA, BSc, BTech, or BE.
• Experience: At least one year of pertinent experience in banking or related financial service sectors.
• Skills & Attributes:
• Comprehensive knowledge of branch operations and banking workflows.
• Strong organizational skills and efficient administration capabilities.
• Meticulous attention to detail with a compliance-focused approach.
• Excellent communication and customer service skills.
• Aptitude for multitasking and deadline management.
• Familiarity with banking software and digital technologies.
• Problem-solving orientation aimed at ongoing process improvements.