Assistant Customer Service Manager

IDFC FIRST Bank; Dhrangadhra; On-site; INR 500,000 - 750,000; Full time

Job summary

IDFC FIRST Bank in Gujarat invites applications for the Assistant Customer Service Manager in Rural Banking. You will oversee day-to-day branch operations, drive compliant service delivery, and act as custodian of rural banking documents while supporting technology-driven and cost-effective practices.

The role emphasizes data entry accuracy, KYC readiness, audit readiness, and collaboration with teams to improve processes, TAT, and SLAs.

Qualifications

• Bachelor’s degree in any discipline is preferred.
• Minimum of 2 year prior experience in branch operations, customer service, or rural banking is desirable.
• Strong understanding of banking operations and rural customer needs.

Responsibilities

• Oversee day-to-day branch operations and administration, ensuring adherence to bank policies and procedures.
• Manage service delivery for customers at the 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 in compliance with operational standards.
• Maintain a strong audit rating for the branch through disciplined processes and accurate documentation.
• Deliver best-in-class service to internal and external customers.
• Act as a business partner in strategizing and implementing operational and regulatory practices, including compliance, lending operations and risk management.
• Drive quality initiatives across the operations team to optimize processes, improve turnaround time (TAT), and upgrade SLAs.
• Leverage automation and digitization tools to enhance process efficiency.
• Recommend process improvements to enhance service quality and operational efficiency.
• Support community development and financial inclusion initiatives in rural areas.

Skills

Banking operations

Organizational skills

Attention to detail

Data entry

Task management

Audit and risk awareness

Interpersonal skills

Education

Bachelor’s degree

Job description

Job Requirements

About the Role

The Assistant Customer Service Manager is a key role within the Rural Banking function of Retail Banking, responsible for managing branch operations and ensuring efficient service delivery in rural locations. The role focuses on scaling up the retail banking business by managing daily operations, maintaining compliance, and delivering a seamless customer experience. The incumbent acts as the central custodian of all Rural Banking documents at the branch and supports the implementation of technology-driven and cost-effective operational practices.

Key Responsibilities

Primary Responsibilities

• Oversee day-to-day branch operations and administration, ensuring strict adherence to the bank’s policies and procedures.
• Manage service delivery for 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 in compliance with operational standards.
• Maintain a strong audit rating for the branch by ensuring process discipline and documentation accuracy.
• Deliver best‑in‑class service to both internal and external customers.
• Act as a business partner in strategizing and implementing key operational and regulatory practices, including compliance, lending operations and risk management.
• Drive quality initiatives across the operations team to optimize processes, improve turnaround time (TAT), and upgrade service level agreements (SLAs).
• Leverage automation and digitization tools to enhance process efficiency.

Secondary Responsibilities

• Recommend process improvements to enhance service quality and operational efficiency.
• Support the implementation of community development and financial inclusion initiatives in rural areas.

What We Are Looking For

Education

• Bachelor’s degree in any discipline is preferred.

Experience

• Minimum of 2 year prior experience in branch operations, customer service, or rural banking is desirable.

Skills and Attributes

• Strong understanding of banking operations and rural customer needs.
• Excellent organizational and administrative skills.
• High attention to detail and commitment to compliance.
• Proficiency in data entry, documentation, and transaction handling.
• Ability to manage multiple tasks and ensure timely service delivery.
• Familiarity with audit processes and operational risk management.
• Strong communication and interpersonal skills.