Assistant Customer Service Manager – IL (On Third-Party Payroll)

WorkzApp; Mumbai; On-site; INR 450,000 - 700,000; Full time

Job summary

ESAF Small Finance Bank in Mumbai is seeking an Assistant Customer Service Manager for the Individual Lending (IL) business. This senior role supports the Branch Manager in operations, ensuring high service quality and lending targets while maintaining RBI compliance and internal policies.

You will supervise staff, streamline loan processes, and contribute to branch performance reporting. The position requires 3-7 years in banking or lending with strong leadership and communication abilities.

Qualifications

• 3-7 years of experience in banking, customer service, or lending operations.
• Leadership and team management skills with proven ability to supervise staff.
• In-depth knowledge of banking operations and loan processing procedures.
• Strong communication and problem-solving abilities.
• Sound decision-making capability with attention to detail.
• Knowledge of RBI regulations and compliance requirements.

Responsibilities

• Supervise and manage Customer Service Officers, ensuring optimal performance and customer satisfaction.
• Monitor and streamline loan processing workflows to ensure timely disbursement and accuracy.
• Ensure consistent delivery of quality customer service across all touchpoints and interactions.
• Review and verify loan documentation before approval to maintain compliance and reduce risk.
• Achieve and exceed branch-level lending targets through effective team coordination.
• Train and develop junior staff members to enhance operational capabilities and succession planning.
• Handle and resolve escalated customer issues professionally and promptly.
• Ensure strict compliance with RBI regulations, banking policies, and internal guidelines.
• Prepare comprehensive branch performance reports and provide actionable insights to management.
• Maintain accurate records and documentation for audit and regulatory requirements.

Skills

Banking operations

Customer service

Lending operations

Leadership

RBI compliance

Communication

Problem solving

Education

12th Pass/UG

Master's degree in Banking/Finance/Management

Tools

Banking software

MS Office

Job description

Assistant Customer Service Manager – IL (On Third-Party Payroll)

ESAF Small Finance Bank · Mumbai

Responds within 48 hours

About the role

About the Company

ESAF Small Finance Bank is a regulated financial institution committed to providing accessible banking services and financial inclusion across India. As a small finance bank, ESAF focuses on lending to underserved populations and supporting microenterprises, operating with a customer-centric approach and strong regulatory compliance standards.

Role Overview

This is a senior-level role where you will support the Branch Manager in managing customer service operations and the Individual Lending (IL) business. As Assistant Customer Service Manager, you will oversee daily branch operations, ensure high service quality, and drive lending targets while maintaining strict compliance with banking regulations and internal policies.

Key Responsibilities

• Supervise and manage Customer Service Officers, ensuring optimal performance and customer satisfaction
• Monitor and streamline loan processing workflows to ensure timely disbursement and accuracy
• Ensure consistent delivery of quality customer service across all touchpoints and interactions
• Review and verify loan documentation before approval to maintain compliance and reduce risk
• Achieve and exceed branch-level lending targets through effective team coordination
• Train and develop junior staff members to enhance operational capabilities and succession planning
• Handle and resolve escalated customer issues professionally and promptly
• Ensure strict compliance with RBI regulations, banking policies, and internal guidelines
• Prepare comprehensive branch performance reports and provide actionable insights to management
• Maintain accurate records and documentation for audit and regulatory requirements

Must-Have Skills

• 3-7 years of experience in banking, customer service, or lending operations
• Leadership and team management skills with proven ability to supervise staff
• In-depth knowledge of banking operations and loan processing procedures
• Strong communication and problem-solving abilities
• Sound decision-making capability with attention to detail
• Knowledge of RBI regulations and compliance requirements
• Customer service excellence orientation

Good to Have

• 12th Pass or Undergraduate (UG) degree as per qualification requirement
• Experience in small finance banking or microfinance sector
• Exposure to Individual Lending (IL) products and operations
• Experience as a Team Leader or Assistant Manager in banking sector
• Proficiency with banking software and MS Office applications
• Master's degree in Banking, Finance, or Business Administration

What You Will Gain

• Develop advanced leadership and team management capabilities in a regulated banking environment
• Gain expertise in Individual Lending business operations and loan product knowledge
• Enhance compliance and regulatory knowledge through exposure to RBI guidelines and banking standards
• Build experience in branch performance management and P&L responsibility
• Strengthen your career prospects for senior management roles in banking and financial services

Resume Keywords: Banking Operations, Loan Processing, Customer Service Management, Team Leadership, RBI Compliance, Branch Operations, Lending Targets, Staff Training, Banking Regulations, Individual Lending, Escalation Management, Performance Reporting, Financial Services, Microfinance, Banking Professional

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Skills & tools

Banking Operations Loan Processing Team Management Customer Service RBI Compliance Leadership Problem-solving

Job type

Location

💰 Estimated ₹4.5L – ₹7L/yr based on Indian market benchmarks