Assistant Customer Service Manager

Job Requirements

About the Role

The Assistant Customer Service Manager is a key role within the Rural Banking function of Retail Banking , responsible for managing branch operations and ensuring efficient service delivery in rural locations. The role focuses on scaling up the retail banking business by managing daily operations, maintaining compliance, and delivering a seamless customer experience. The incumbent acts as the central custodian of all Rural Banking documents at the branch and supports the implementation of technology-driven and cost-effective operational practices.

Key Responsibilities

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.
  
  

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

• Bachelor’s degree in any discipline is preferred.
  
  

• Minimum of 2 year prior experience in branch operations, customer service, or rural banking is desirable.
  
  

• 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.