Associate Customer Service Manager

Role overview

This position sits within Rural Banking and is responsible for running branch-level operations while delivering a high standard of customer service. The role helps expand retail banking in rural and semi-urban markets by making effective use of resources and technology. It also acts as the main holder of rural banking documents for the branch and supports the smooth handling of service requests throughout the customer journey.

Core responsibilities

The role involves managing daily branch administration with adherence to bank rules and procedures, supporting both internal teams and external customers, and ensuring efficient service delivery at the assigned rural branch. It includes entering application data, creating customer IDs, opening accounts, verifying KYC and other documents, and processing loan paperwork. The position also covers safe handling of cash and clearing transactions, maintaining a strong audit outcome through compliance discipline, and working with business teams on operational and regulatory processes such as lending operations and risk controls. In addition, the role contributes to quality improvement by reducing turnaround times, strengthening service levels, and using automation and digital tools to improve efficiency.

Additional responsibilities

Beyond the core branch function, the position requires keeping the branch premises in good working order and ready for daily operations. It also supports the rollout of retail banking offerings in rural and semi-urban locations and assists with community development and livelihood-related initiatives.

Candidate profile

The preferred candidate is a graduate from any discipline, such as BA, BCom, BBA, BSc, BTech, or BE, with at least 1 year of relevant experience in banking or a related financial services environment. The role calls for strong branch operations knowledge, solid administrative ability, close attention to compliance, excellent communication, and strong customer handling skills. The person should be comfortable managing several tasks at once, meeting deadlines, working with banking systems and digital tools, and approaching problems with a mindset focused on continuous improvement.

Education

Any graduate degree is acceptable.

Experience

A minimum of 12 months of relevant experience in banking or allied financial services is required.