Associate Customer Service Manager

About the role

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

Key responsibilities

• Oversee day‑to‑day branch operations and ensure strict adherence to bank policies and procedures.
• Manage service delivery for internal and external customers at the designated rural branch.
• Perform data entry for applications, customer ID creation, and account setup.
• Conduct document verification, including KYC checks and loan documentation.
• 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.
• Utilise automation and digitisation tools to boost 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 abilities with high attention to detail.
• Strong communication and customer‑service capabilities.
• Ability to manage multiple tasks, meet deadlines and drive continuous improvement.

Required skills