Associate Customer Service Manager

Role Overview

The Associate Customer Service Manager is a key member of the Rural Banking team, with responsibility for branch administration, customer service excellence, and smooth daily operations. The position contributes to the expansion of retail banking by making effective use of people, processes, and technology. As the primary keeper of the branch’s rural banking records, this role also supports operational work connected to rural and semi-urban retail banking products. It plays an important part in managing the customer journey, resolving service requests, and ensuring customers experience seamless banking support.

Core Responsibilities

• Manage the branch’s daily operations and administrative activities while ensuring full adherence to bank rules and procedures.
• Deliver service support to both internal teams and external customers at the assigned rural branch.
• Enter customer and application information accurately, including form details, customer ID creation, and account opening records.
• Verify documents such as KYC records, application forms, and loan paperwork.
• Process cash handling and clearing activities safely and efficiently.
• Help sustain a strong branch audit outcome through disciplined compliance and operational control.
• Work with business teams on operational and regulatory practices, including lending workflows and risk controls.
• Drive quality improvements to streamline processes, reduce turnaround time, and strengthen service-level performance.
• Use automation and digital tools to improve efficiency and operational accuracy.

Additional Responsibilities

• Keep the branch premises in a neat, functional, and business-ready condition.
• Support the rollout of retail banking offerings in rural and semi-urban markets.
• Assist with community development and livelihood-related initiatives where required.

Education

A graduate qualification in any discipline is acceptable, including BA, BCom, BBA, BSc, BTech, or BE.

Experience

The role requires at least 1 year of relevant experience in banking or a related financial services environment.

Skills and Attributes

• Working knowledge of branch operations and banking processes
• Strong administrative and organizational ability
• Detail-oriented approach with a focus on compliance
• Clear communication and customer handling skills
• Ability to juggle multiple priorities and meet deadlines
• Comfort with banking applications and digital systems
• Problem-solving mindset with a drive for process improvement