Associate Customer Service Manager

About the role

The Associate Customer Service Manager supports the Rural Banking function by overseeing branch operations and delivering high-quality customer service. This role ensures efficient use of resources and technology to scale retail banking in rural and semi-urban areas, acting as the custodian of all branch documentation.

Key responsibilities

• Manage day-to-day branch administration, ensuring compliance with bank policies and procedures.
• Deliver service to internal and external customers, handling data entry, customer ID creation, and account setup.
• Perform document verification, including KYC checks and loan documentation.
• Process cash and clearing transactions securely and maintain strong audit ratings.
• Partner with business teams to implement operational and regulatory practices, including lending and risk management.
• Lead quality initiatives to improve turnaround times, service level agreements, and process automation.
• Maintain branch readiness, support retail product delivery, and assist community development initiatives.

Required profile

• Graduate degree in any discipline (BA, BCom, BBA, BSc, BTech, BE, etc.).
• Minimum 1 year of experience in banking or allied financial services.
• Strong understanding of branch operations, banking procedures, and compliance.
• Excellent organizational, communication, and customer-service skills.
• Ability to manage multiple tasks, meet deadlines, and drive continuous improvement.

Required skills

• Proficiency in banking systems and digital tools.