Assistant Customer Service Manager

IDFC FIRST Bank; Barwani; On-site; INR 500,000 - 700,000; Full time

Job summary

IDFC FIRST Bank is seeking an Assistant Customer Service Manager for rural locations in India. You will manage day-to-day branch operations, oversee customer service, and ensure compliance with policies.

The role focuses on scaling retail banking, managing resources efficiently. You will lead Rural Banking operations, handle data entry, document verification, and improve SLA performance using automation and digital tools.

Qualifications

• Experience in branch operations and customer service.
• Knowledge of KYC checks and banking documentation.

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

Job description

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.