Assistant Customer Service Manager

Overview

This position involves overseeing and expanding retail banking operations at a branch level, with a focus on managing resources efficiently through technology and cost management. The Assistant Customer Service Manager leads customer service and operational activities within a rural branch, ensuring smooth daily operations and compliance.

Key Responsibilities

• Manage daily branch operations and administration adhering strictly to company policies and regulatory guidelines.
• Deliver high-quality branch services to customers in a rural banking network.
• Perform data entry tasks including processing application forms and creating new customer accounts and IDs.
• Verify documents such as KYC forms, applications, and loan papers thoroughly for accuracy and completeness.
• Handle cash management and conduct clearing transactions effectively.
• Maintain excellent audit ratings through strict reviews and controls.
• Strive to provide exceptional service to both internal and external customers at the branch.
• Collaborate with business partners to execute critical operational, regulatory, compliance, and lending practices.
• Lead quality improvement initiatives to optimize operational processes, reduce turnaround times, and upgrade service level agreements (SLAs).
• Utilize automation and digital tools to enhance process efficiency and cost-effectiveness.

Performance Indicators

• Turnaround Time (TAT)
• Operational efficiency metrics
• Cost optimization efforts
• Error rates in processing
• Quality and compliance standards adherence