Branch Operations & Service Manager

IDFC FIRST Bank; Murwara; On-site; INR 800,000 - 1,400,000; Full time

Job summary

IDFC FIRST Bank is seeking a Branch Operations and Service Manager to lead Rural Banking customer service efforts. The role focuses on delivering proactive query resolution, setting quality standards, and deploying best practices to achieve high customer satisfaction and retention.

Responsibilities include leading a team of customer service managers, driving customer-centric initiatives, and ensuring efficient operations aligned with budget and organizational goals.

Qualifications

• Bachelor's degree in a relevant field as listed in the job posting.
• 4+ years of experience in customer service.
• Strong focus on service quality and stakeholder satisfaction.

Responsibilities

• Manage a team of customer service managers overseeing inbound channels and branches.
• Promote customer centricity and improve customer service experience to drive growth.
• Own customer issues and ensure proactive resolutions.
• Set and deploy strategies to enhance service quality and stay ahead of industry developments.
• Develop and enforce service procedures, policies and standards.
• Analyze MIS, improve productivity and maintain records of customer service actions.
• Recruit, mentor and develop customer service resources.
• Adhere to and manage the approved budget.
• Maintain orderly workflow and allocate resources to meet targets.
• Collaborate with internal stakeholders to leverage in-house synergies.

Skills

Customer service leadership

Team management

MIS analysis

Budget management

Education

Bachelor's degree in Engineering/Technology/Commerce/Arts/Science/Management

Job description

Job Requirements

Role/Job Title: Branch Operations and Service Manager

Function/Department: Rural Banking

Job Purpose:

The role bearer has to focus on helping the organization to enable customers, partners and other stakeholders address their needs for proactive query resolution. It entails the responsibility of providing, setting up customer service quality procedures, standards for the team and deploy strategies, best practices to achieve it. The role bearer also has to drive of employee morale and engagement levels so that the organization is able to provide best in class service to its customers to increase customer satisfaction, loyalty and retention contributing to the larger organizational objectives of the bank.

Roles & Responsibilities:

• Manage a team of customer service managers in charge of the inbound channel and correspondence branches.
• Providing excellent customer service and promoting customer centricity in the organization by improving customer service experience, engaging customers and facilitating organic growth.
• Ownership of customers issues and ensure proactive resolutions of the same.
• Set a clear mission of enhancing service quality and deploy strategies focused towards that mission by keeping ahead of industry’s developments and apply best practices to areas of improvement.
• Develop service procedures, policies and standards.
• Analysing MIS, enhance productivity and maintaining accurate records and document customer service actions and discussions.
• Recruit, mentor and develop customer service resources and nurture an environment where they can excel through encouragement and empowerment.
• Adherence to and manage the approved budget.
• Maintaining an orderly workflow according to priorities.
• Regulate resources and utilize assets to achieve qualitative and quantitative targets.
• Enhancing service quality and the level of customer focus in the organization.
• Leverage in-house synergies through collaboration with internal stakeholders.

Education Qualification:

Graduation: Bachelor’s in Engineering / Technology / Math’s / Commerce / Arts / Science / Biology / Business / Computers / Management.

Experience: 4+ years’ experience into Customer Service.