The Associate Customer Service Manager is a critical role within the Rural Banking function, responsible for managing branch operations and delivering exceptional customer service. The role focuses on scaling up the retail banking business by ensuring efficient use of resources and technology. As the central custodian of all Rural Banking documents for the branch, the role bearer supports operational activities related to rural and semi-urban retail products. The position is accountable for maintaining the customer lifecycle, fulfilling service requests, and ensuring a seamless banking experience.
Primary Responsibilities
Oversee day-to-day operations and administration of the branch, ensuring strict compliance with bank policies and procedures.
Manage service delivery for both internal and external customers at the designated rural branch.
Perform data entry for application forms, customer ID creation, and account setup.
Conduct document verification, including KYC checks, application forms, and loan documentation.
Handle cash and clearing transactions securely and efficiently.
Maintain a strong audit rating for the branch through consistent compliance and operational excellence.
Partner with business teams to implement key operational and regulatory practices, including lending operations and risk management.
Lead quality initiatives to optimize processes, improve turnaround times (TAT), and upgrade service level agreements (SLAs).
Utilize automation and digitization tools to enhance operational efficiency.
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