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. The position focuses on scaling retail banking services in rural and semi‑urban areas while maintaining strict compliance and efficient use of technology.

Key responsibilities

• Oversee day‑to‑day branch operations and ensure compliance with bank policies.
• 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, 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 and service level agreements.
• Utilize automation and digitisation tools to boost efficiency.
• Ensure the branch is well‑maintained and operationally ready.
• Support delivery of retail banking products in rural and semi‑urban areas.
• Assist with 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 and meet deadlines.

Required skills

• Proficiency in banking systems and digital tools.
• Problem‑solving mindset with a focus on continuous improvement.