Associate Customer Service Manager

About the role

The Associate Customer Service Manager is a key position within the Rural Banking function, responsible for overseeing branch operations and delivering high‑quality customer service. The role supports the scaling of retail banking in rural and semi‑urban areas by ensuring efficient use of resources, technology, and compliance.

Key responsibilities

• Oversee day‑to‑day operations and administration of the branch, ensuring strict compliance with bank policies and procedures.
• Manage service delivery for 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 operational and regulatory practices, including lending operations and risk management.
• Lead quality initiatives to optimise processes, improve turnaround times and upgrade service level agreements.
• Utilise automation and digitisation tools to enhance operational efficiency.
• Ensure the branch is well‑maintained and operationally ready.
• Support delivery of retail banking products in rural and semi‑urban areas.
• Assist in community development and livelihood advancement initiatives.

Required profile

• Graduate in any discipline (e.g., BA, BCom, BBA, BSc, BTech, BE).
• Minimum 1 year of relevant experience in banking or allied financial services.

Required skills

• Strong understanding of branch operations and banking procedures.
• Excellent organisational and administrative abilities.
• High attention to detail and compliance orientation.
• Proficiency with banking systems and digital tools.