Customer Service Manager – Banking

About the role

The Customer Service Manager will lead the front‑office team at our Nerul‑Thane branch, ensuring seamless, high‑quality service for every customer interaction. This role acts as the bridge between tellers, team leaders, and clients, driving operational excellence and customer satisfaction.

Key responsibilities

• Oversee maker‑checker processes, "May I Help You" assistance, and inventory authorisation.
• Custodial management of lockers, vaults and keys, ensuring safety and regular audits.
• Handle cash disbursement, demand drafts, cheque processing and resolve customer queries.
• Address grievances in line with bank policies and drive corrective actions.
• Support BOSM in daily branch operations and uphold service standards.
• Guide customers through banking transactions, referrals and product activation.
• Monitor service quality, implement improvements and manage performance metrics.
• Engage dormant clients to reactivate accounts and deepen relationships.
• Lead, coach and supervise the Customer Service Executive team.
• Cross‑sell bank products, generate referrals and support sales campaigns.

Required profile

• 0‑3 years of experience in customer service or front‑desk banking.
• Strong analytical, problem‑solving and communication abilities.
• People‑management skills with a focus on integrity and detail.
• Customer‑centric mindset and ability to nurture talent.

Required skills

• Proficiency with core banking systems and transaction processing.
• Knowledge of KYC, AML and regulatory compliance.
• Understanding of banking products, front‑end operations and grievance handling.