Associate Customer Service Manager

Role Overview

The Associate Customer Service Manager plays a pivotal role within the Rural Banking division, directing branch activities and ensuring outstanding customer experiences. This position emphasizes expanding the retail banking segment through effective management of resources and leveraging technology. Serving as the principal guardian of all Rural Banking documentation at the branch, the individual supports operational tasks tied to rural and semi-urban retail banking products, maintaining customer lifecycle, fulfilling service requests, and facilitating a smooth banking process.

Key Responsibilities

• Supervise daily branch operations and administration, adhering strictly to bank policies and procedural guidelines.
• Oversee service delivery for both internal stakeholders and public customers in the rural branch setting.
• Perform data entry related to application forms, generation of customer IDs, and account initialization.
• Verify critical documents, including KYC validation, loan paperwork, and application forms.
• Manage cash handling and clearing transactions with security and efficiency as priorities.
• Ensure branch maintains a robust audit rating through consistent compliance and operational quality.
• Collaborate with business units to enforce operational and regulatory standards such as lending protocols and risk controls.
• Drive quality improvement projects aimed at optimizing workflow, reducing turnaround times, and enhancing service level agreements.
• Leverage automation and digital tools to improve operational performance.
• Maintain branch premises to ensure operational readiness at all times.
• Support implementation and distribution of retail banking products within rural and semi-urban markets.
• Contribute to community development programs and initiatives for livelihood support.

Candidate Profile

• Graduation in any field such as BA, BCom, BBA, BSc, BTech, or BE.
• At least one year of experience in banking or related financial services.
• Comprehensive knowledge of branch operations and banking regulations.
• Strong organizational and administrative capabilities.
• Meticulous attention to detail with a solid compliance orientation.
• Excellent communication skills and aptitude for customer service.
• Capable of handling multiple responsibilities and adhering to deadlines.
• Familiarity with banking platforms and digital banking tools.
• A problem-solving approach focused on continuous process improvements.