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 supports the growth of retail banking in rural and semi‑urban areas by managing resources, technology, and compliance.

Key responsibilities

• Oversee day‑to‑day branch operations and ensure strict adherence to 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 paperwork.
• Handle cash and clearing transactions securely and efficiently.
• Maintain strong audit ratings 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 and service level agreements.
• Utilize automation and digitisation tools to boost efficiency.
• Ensure the branch is well‑maintained, support retail product delivery, and assist community development 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.
• High attention to detail and a compliance‑oriented mindset.
• Strong communication and customer‑service skills.
• Ability to manage multiple tasks and meet deadlines.
• Problem‑solving mindset focused on continuous improvement.

Required skills