Associate Customer Service Manager

Role overview

The Associate Customer Service Manager role in Rural Banking focuses on running and strengthening retail banking operations for a branch. The position is responsible for handling customer service, branch administration, and operational resources in a way that is cost-conscious and enabled by technology. It also serves as the main custodian of Rural Banking documents for the branch and supports Rural and semi-urban retail products. A key part of the job is to maintain the customer lifecycle smoothly, address customer requests promptly, and ensure a high standard of service.

Key responsibilities

• Manage the branch’s daily operations and administration while following the bank’s policies and procedures without exception.
• Oversee branch servicing and operational delivery for customers in the assigned rural branch.
• Enter application details into systems, create customer IDs and accounts, and complete related data processing tasks.
• Review files and documents, including KYC checks, application forms, and loan document validation.
• Handle cash operations and clearing transactions.
• Support a strong audit outcome by keeping the branch compliant and well-controlled.
• Ensure excellent service quality for both external customers and internal stakeholders.
• Act as a business partner in executing key operational and regulatory practices, including compliance, lending operations, and operational risk management.
• Lead quality improvement efforts across the operations team to streamline processes and improve turnaround time and SLA adherence.
• Use automation and digitization tools wherever possible to improve process efficiency.

Education and experience

The role requires a graduate degree such as BA, BCom, BBA, BSc, BTech, BE, or another equivalent graduation qualification. Candidates should have 2 to 5 years of relevant experience in banking or a related business area.

Additional information

Department: Rural Banking. The position is based in Bilaspur, Chhattisgarh, India. Employment is full-time and onsite.