Branch Operations & Service Manager

IDFC FIRST Bank; Chhindwara; On-site; INR 600,000 - 1,000,000; Full time

Job summary

IDFC FIRST Bank is seeking a Branch Operations and Service Manager in Chhindwara, Madhya Pradesh, to lead the customer service team and enhance service delivery across rural branches. The ideal candidate will have a Bachelor's degree and at least 3 years of experience in customer service, preferably in the banking sector. Responsibilities include team management, customer issue resolution, and adherence to service quality standards. The position offers opportunities for professional development and contributes to customer satisfaction and loyalty.

Qualifications

• Minimum 3 years of experience in customer service, preferably in banking.
• Strong leadership and team management skills required.
• Excellent communication and problem-solving abilities.

Responsibilities

• Lead Customer Service Managers to enhance service experiences.
• Resolve customer issues proactively and efficiently.
• Develop and enforce service procedures and policies.

Skills

Leadership

Communication

Problem-solving

Strategic thinking

Data analysis

Organizational skills

Budget management

Teamwork

Education

Bachelor’s degree in Engineering/Technology or related field

Job description

Job Requirements

About the Role

The Branch Operations and Service Manager in the Rural Banking division plays a pivotal role in driving customer satisfaction, loyalty, and retention. This role is responsible for establishing and maintaining high standards of customer service across rural branches, ensuring proactive resolution of customer queries, and fostering a customer‑centric culture. The role also involves managing service teams, implementing best practices, and enhancing employee engagement to deliver best‑in‑class service aligned with the bank’s broader organizational goals.

Primary Responsibilities

• Lead and manage a team of Customer Service Managers across inbound channels and correspondence branches.
• Promote customer-centricity by enhancing service experiences and facilitating organic growth.
• Take ownership of customer issues and ensure timely and proactive resolution.
• Define and implement a clear mission focused on service quality enhancement.
• Stay updated with industry developments and apply best practices to improve service delivery.
• Develop and enforce service procedures, policies, and standards.

Secondary Responsibilities

• Analyse Management Information Systems (MIS) to improve productivity and maintain accurate service records.
• Document customer service actions and discussions for transparency and accountability.
• Recruit, mentor, and develop customer service personnel, fostering a culture of empowerment and excellence.
• Ensure adherence to approved budgets and optimize resource utilization.
• Maintain orderly workflows and prioritize tasks effectively.
• Collaborate with internal stakeholders to leverage synergies and enhance service quality.
• Regulate resources to meet both qualitative and quantitative service targets.

What We Are Looking For

Education

• Bachelor’s degree in any of the following disciplines:
• Engineering / Technology
• Mathematics / Science / Biology
• Commerce / Arts
• Business / Computers / Management

Experience

Minimum of3years of experiencein customer service, preferably within the banking or financial services sector.

Skills and Attributes

• Strong leadership and team management capabilities.
• Excellent communication and interpersonal skills.
• Proven ability to resolve customer issues proactively.
• Strategic thinking with a focus on continuous improvement.
• Ability to analyse data and derive actionable insights.
• High level of organizational and workflow management skills.
• Budget management and resource optimization expertise.
• Collaborative mindset with the ability to work across teams.