Assistant Customer Service Manager

Location: Jhunjhunūn

Job Requirements

Job Requirements

Role/

Job Title:

Assistant Customer Service Manager

Business:
Retail Banking

Function/ Department:
Rural Banking

Place of work:
Rural Locations

Job Purpose

The role entails managing and scaling up the retail banking business for the branch managing operations and resources in the most cost efficient and technology effective manner. The role bearer would lead customer service and branch operations for a designated branch and be responsible for the daily branch upkeep. This role is the central custodian of all Rural Banking documents for the branch and provides operational support for Rural and semi urban Retail products.

The role bearer is primarily accountable for ensuring seamless maintaining of customer life cycle, fulfilling customer requests and providing best-in class service.

Roles & Responsibilities

Responsible for day-to-day operations and administration of the Branch, ensuring strict compliance with Bank's policies and procedures
Responsible for branch operations and service delivery to the customers of a designated branch in our rural network.
Data entry of application forms, creation of customer IDs, accounts, etc.
File / document checking including KYC checking, application forms and loan document verification
Handling cash and clearing transactions
Maintaining good audit rating for the branch
Work towards ensuring best in class service delivery at the branch for external and internal customers
Work as an effective business partner in strategizing and driving the implementation of critical operational and regulatory practices for the branch such as compliance, Lending operations and operational risk
Oversee quality initiatives across operations team for optimization of processes in order to improve TAT and upgradation of SLAs
Employ tools such as automation and digitization to increase process efficiency

Key Success Metrics

TAT, operational efficiency, Cost optimization, error percentage, quality of processing compliance, compliance.