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, acts as the custodian of all branch documents, and ensures a seamless banking experience throughout the customer lifecycle.

Key responsibilities

• Oversee day‑to‑day branch operations and ensure compliance with bank policies.
• Manage service delivery for internal and external customers at the rural branch.
• Perform data entry for applications, customer ID creation, and account setup.
• Conduct document verification, including KYC, application forms, and loan documentation.
• Handle cash and clearing transactions securely.
• Maintain strong audit ratings through consistent compliance.
• Partner with business teams on operational, regulatory, lending, and risk‑management practices.
• Lead quality initiatives to improve turnaround times and service level agreements.
• Utilize automation and digitisation tools to boost efficiency.
• Ensure the branch is well‑maintained and operationally ready.
• Support delivery of retail banking products in rural and semi‑urban areas.
• Assist with community development and livelihood 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.
• Strong understanding of branch operations and banking procedures.
• Excellent organisational and administrative abilities with high attention to detail.
• Strong communication and customer‑service skills.
• Ability to manage multiple tasks and meet deadlines.
• Problem‑solving mindset focused on continuous improvement.

Required skills