Associate Customer Service Manager

Role overview

The Associate Customer Service Manager supports rural banking branch operations and plays a key part in delivering a smooth customer experience. This position helps expand retail banking by using resources and technology effectively, while acting as the main custodian for rural banking documents at the branch. The role also supports operational work for rural and semi-urban retail products and ensures customer requests are handled across the full service lifecycle.

Primary responsibilities

• Manage daily branch administration and operations while following bank policies and procedures closely.
• Deliver service support to both internal teams and external customers at the assigned rural branch.
• Enter application details, create customer IDs, and set up accounts accurately.
• Check and verify documents such as KYC papers, application forms, and loan-related records.
• Process cash and clearing transactions carefully and securely.
• Help the branch maintain a strong audit score through disciplined compliance and consistent operating standards.
• Work with business teams on operational and regulatory practices, including lending activities and risk controls.
• Drive quality improvements to streamline processes, reduce turnaround time, and strengthen service level performance.
• Use automation and digital tools to improve operational productivity.

Secondary responsibilities

• Keep the branch premises well maintained and ready for daily operations.
• Support the rollout and servicing of retail banking products in rural and semi-urban locations.
• Assist in community development and livelihood enhancement initiatives.

Requirements

• A graduate degree in any field such as BA, BCom, BBA, BSc, BTech, or BE.
• At least 1 year of relevant experience in banking or related financial services.
• Good knowledge of branch operations and standard banking processes.
• Strong administrative and organizational capability.
• Careful approach with a strong focus on compliance and accuracy.
• Effective communication skills and a customer-first mindset.
• Ability to juggle multiple priorities and meet deadlines.
• Comfort using banking systems and digital work tools.
• Problem-solving ability with an interest in continuous process improvement.

Additional information

This role is based in Sehore, Madhya Pradesh, India and is a full-time onsite position. It is part of the Rural Banking function and focuses on operational excellence, service quality, and support for rural and semi-urban retail banking.