Associate Customer Service Manager

About the role

The Associate Customer Service Manager plays a pivotal role in the Rural Banking function, overseeing branch operations and ensuring an exceptional customer experience. This position focuses on scaling retail banking in rural and semi‑urban areas through efficient resource use and technology adoption. The role also serves as the custodian of all branch documentation, supporting operational activities for rural retail products.

Key responsibilities

• Oversee day‑to‑day branch operations and ensure strict compliance with bank policies.
• 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 through consistent compliance and operational excellence.
• 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 efficiency.
• Utilize 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.
• Strong understanding of branch operations and banking procedures.
• Excellent organisational and administrative skills.
• High attention to detail and compliance orientation.
• Strong communication and customer‑service capabilities.
• Ability to manage multiple tasks and meet deadlines.
• Problem‑solving mindset with a focus on continuous improvement.

Required skills

• Proficiency in banking systems.
• Proficiency with digital tools.