Branch Operations & Service Manager

About the Role

The Branch Operations and Service Manager for Rural Banking is central to improving customer experience, loyalty, and long-term retention across rural branches. The position focuses on setting high service standards, resolving customer concerns quickly and proactively, and building a strong customer-first culture. It also includes leading service teams, applying effective practices, and strengthening employee engagement so service delivery supports the bank’s wider business objectives.

Primary Responsibilities

• Guide and oversee Customer Service Managers working across inbound channels and correspondence branches.
• Drive a customer-first approach by improving service interactions and supporting organic business growth.
• Take full ownership of customer concerns and ensure they are addressed promptly and proactively.
• Set a clear service vision aimed at continuously improving quality.
• Keep track of industry trends and adopt proven practices to raise service performance.
• Build, implement, and uphold service processes, policies, and standards.

Secondary Responsibilities

• Review MIS data to improve productivity and maintain accurate service documentation.
• Record customer service actions and conversations to ensure transparency and accountability.
• Hire, coach, and develop customer service staff while encouraging ownership and high performance.
• Work within approved budgets and make efficient use of available resources.
• Keep workflows organized and manage task priorities effectively.
• Partner with internal teams to create synergies and improve service quality.
• Allocate resources so both quality and productivity targets are met.

Education

A bachelor’s degree is required, preferably in Engineering, Technology, Mathematics, Science, Biology, Commerce, Arts, Business, Computers, or Management.

Experience

At least 3 years of experience in customer service is required, with preference for candidates from banking or financial services.

Skills and Attributes

• Team leadership and people management
• Clear verbal and written communication
• Customer issue resolution
• Strategic and improvement-oriented thinking
• Data analysis and insight generation
• Work planning and workflow control
• Budget oversight and resource allocation
• Cross-functional collaboration