Associate Customer Service Manager

IDFC FIRST Bank; Maharashtra; On-site; INR 300,000 - 420,000; Full time

Job summary

IDFC FIRST Bank is seeking an Associate Customer Service Manager in rural banking to oversee daily branch operations, ensure compliance, and deliver superior customer service in rural and semi-urban areas.

The role focuses on managing customer lifecycle, processing service requests, handling KYC and account setup, and driving process improvements through automation and digital tools to enhance efficiency and customer experience.

Qualifications

• Graduate in any discipline (e.g., BA, BCom, BBA, BSc, BTech, BE).
• Minimum 1 year of banking or allied financial services experience.
• Strong understanding of branch operations and banking procedures.

Responsibilities

• Oversee day-to-day operations and administration of the branch.
• Manage service delivery for internal and external 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 securely and efficiently.
• Maintain a strong audit rating for the branch through consistent compliance and operational excellence.
• Partner with business teams to implement 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.
• Ensure the branch is always well-maintained and operationally ready.
• Support the delivery of retail banking products in rural and semi-urban areas.
• Assist in implementing community development and livelihood advancement initiatives.

Skills

Branch operations

Organizational skills

Attention to detail

Communication

Task management

Banking systems

Continuous improvement

Education

Graduate in any discipline

Job description

Job Requirements

About the Role

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.

Key Responsibilities

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.

Secondary Responsibilities

• Ensure the branch is always well-maintained and operationally ready.
• Support the delivery of retail banking products in rural and semi-urban areas.
• Assist in implementing community development and livelihood advancement initiatives.

What We Are Looking For

Education

• Graduate in any discipline (e.g., BA, BCom, BBA, BSc, BTech, BE).

Experience

• Minimum 1yearsof relevant experience in banking or allied financial services.

Skills and Attributes

• Strong understanding of branch operations and banking procedures.
• Excellent organizational and administrative skills.
• High attention to detail and compliance orientation.
• Strong communication and customer service capabilities.
• Ability to manage multiple tasks and meet deadlines.
• Proficiency in banking systems and digital tools.
• Problem-solving mindset with a focus on continuous improvement.

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