Associate Customer Service Manager

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

Job summary

IDFC FIRST Bank in Padra, Gujarat, is seeking an Associate Customer Service Manager to oversee branch operations in rural banking and enhance customer experience. You will ensure efficient use of resources, manage documentation, and maintain the customer lifecycle from onboarding to service delivery.

The role emphasizes data accuracy, KYC checks, and adherence to banking policies. You will lead service improvements and uphold regulatory standards while delivering reliable banking support in

Qualifications

• Graduate in any discipline (BA, BCom, BBA, BSc, etc.).
• Minimum 1 year of relevant banking experience.
• Strong attention to detail and compliance orientation.
• Good communication and customer service skills.
• Ability to manage multiple tasks and meet deadlines.

Responsibilities

• Oversee day-to-day branch operations and administration per policies.
• Manage service delivery for internal and external customers at the rural branch.
• Perform data entry for applications, IDs, and account setup.
• Conduct document verification, including KYC and loan docs.
• Handle cash and clearing transactions securely.
• Maintain audit ratings through compliance and operational excellence.
• Collaborate with teams on operational and regulatory practices.
• Lead process improvements to reduce turnaround times and SLAs.

Skills

Branch operations

KYC checks

Data entry

Cash handling

Regulatory compliance

Customer service

Education

Graduate in any discipline

Tools

Banking software

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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Requirements: