Assistant Customer Service Manager

About the Role

Primary Responsibilities

• Oversee day-to-day branch operations and administration, ensuring strict adherence to the bank’s policies and procedures.
• Manage service delivery for customers at the designated rural branch.
• Perform data entry for application forms, customer ID creation, and account setup.
• Conduct document verification, including KYC checks, application forms, and loan documentation.
• Handle cash and clearing transactions in compliance with operational standards.
• Maintain a strong audit rating for the branch by ensuring process discipline and documentation accuracy.
• Deliver best-in-class service to both internal and external customers.
• Act as a business partner in strategizing and implementing key operational and regulatory practices, including compliance, lending operations, and risk management.
• Drive quality initiatives across the operations team to optimize processes, improve turnaround time (TAT), and upgrade service level agreements (SLAs).
• Leverage automation and digitization tools to enhance process efficiency.

Secondary Responsibilities

• Recommend process improvements to enhance service quality and operational efficiency.
• Support the implementation of community development and financial inclusion initiatives in rural areas.

Education

Experience

Skills and Attributes

• Strong understanding of banking operations and rural customer needs.
• Excellent organizational and administrative skills.
• High attention to detail and commitment to compliance.
• Proficiency in data entry, documentation, and transaction handling.
• Ability to manage multiple tasks and ensure timely service delivery.
• Familiarity with audit processes and operational risk management.
• Strong communication and interpersonal skills.