Associate Customer Service Manager

About the Role

Primary Responsibilities

• Oversee day-to-day operations and administration of the branch, ensuring strict compliance with bank policies and procedures.
• Manage service delivery for both internal and external 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 securely and efficiently.
• Maintain a strong audit rating for the branch through consistent compliance and operational excellence.
• Partner with business teams to implement key operational and regulatory practices, including lending operations and risk management.
• Lead quality initiatives to optimize processes, improve turnaround times (TAT), and upgrade service level agreements (SLAs).
• Utilize automation and digitization tools to enhance operational efficiency.

Secondary Responsibilities

• Ensure the branch is always well-maintained and operationally ready.
• Support the delivery of retail banking products in rural and semi-urban areas.
• Assist in implementing community development and livelihood advancement initiatives.

Education

Experience

Skills and Attributes

• Strong understanding of branch operations and banking procedures.
• Excellent organizational and administrative skills.
• High attention to detail and compliance orientation.
• Strong communication and customer service capabilities.
• Ability to manage multiple tasks and meet deadlines.
• Proficiency in banking systems and digital tools.
• Problem-solving mindset with a focus on continuous improvement.
• #LI-DNI