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 managing resources, technology, and documentation to ensure a seamless banking experience.

Key responsibilities

• Oversee day‑to‑day branch operations and ensure strict compliance with bank policies and procedures.
• Manage service delivery for internal and external customers, including data entry, customer ID creation, and account setup.
• Perform document verification such as KYC checks, application forms, and loan documentation.
• Handle cash and clearing transactions securely and maintain a strong audit rating.
• 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.
• 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 organizational, administrative, and communication skills with high attention to detail.
• Ability to manage multiple tasks, meet deadlines, and drive continuous improvement.

Required skills

• Proficiency in banking systems and digital tools.