Associate Customer Service Manager

About the Role

The Associate Customer Service Manager plays a vital role within the Rural Banking division, overseeing branch operations while ensuring excellent customer service delivery. This position emphasizes expanding the retail banking footprint by optimizing resources and leveraging technology. As the primary overseer of all Rural Banking documentation at the branch level, the individual supports operational tasks linked to rural and semi-urban retail products and maintains customer lifecycle management for a smooth banking experience.

Key Responsibilities

• Manage daily branch operations and administration ensuring full adherence to banking policies and procedures.
• Supervise the provision of services for both internal team members and external customers at the rural branch.
• Enter data related to application forms, initiate customer identification, and set up new accounts.
• Verify important documents including KYC, loan paperwork, and application forms with accuracy.
• Securely and effectively handle cash and clearing transactions.
• Maintain the branch's audit rating by enforcing consistent compliance and operational excellence.
• Collaborate with business units to implement regulatory and operational guidelines such as lending operations and risk management.
• Lead initiatives to enhance quality by refining processes, reducing turnaround times (TAT), and improving service level agreements (SLAs).
• Incorporate automation and digital solutions to boost operational efficiency.
• Ensure the branch is constantly well-maintained and ready for operations.
• Support the delivery of banking products tailored for rural and semi-urban markets.
• Assist in driving projects aimed at community development and livelihood improvement.

Candidate Profile and Qualifications

• Possess a graduate degree in any discipline such as BA, BCom, BBA, BSc, BTech, or BE.
• Have at least one year of experience in banking or related financial services.
• Demonstrate sound knowledge of branch operations and banking protocols.
• Show excellent organizational and administrative skills with great attention to compliance.
• Exhibit strong communication and customer service proficiency.
• Capable of managing multiple responsibilities and meeting set deadlines.
• Proficient with banking software and digital tools.
• Possess a problem-solving approach focused on continuous enhancement.