Customer Service Manager

AU Small Finance Bank; Kollam; On-site; INR 600,000 - 1,000,000; Full time

Job summary

AU Small Finance Bank is seeking a Customer Service Manager to ensure superior service during branch transactions and to coordinate between tellers, team leaders, and customers. The role emphasizes front-end service, cash handling, and adherence to bank policies.

The position involves managing a Customer Service Executive team, driving customer satisfaction, and cross-selling banking products while maintaining service standards and regulatory compliance.

Qualifications

• Strong understanding of banking products, services, and front-end operations.
• Knowledge of KYC, AML, and regulatory compliance.
• Familiarity with customer grievance handling and service quality standards.
• Basic knowledge of cross-selling techniques and product positioning.
• Proficiency in core banking systems and transaction processing.

Responsibilities

• Manage maker-checker roles, customer assistance (May I Help You), and inventory authorization.
• Act as custodian for lockers, vaults, and keys; ensure safety and regular checks.
• Provide front-end service including cash disbursal, DDs, cheque handling, and query resolution.
• Address customer grievances and provide solutions per bank policies.
• Support BOSM in daily operations and branch service standards.
• Guide and assist customers with banking transactions and referrals.
• Monitor and improve service quality; implement corrective actions.
• Engage with dormant clients to activate and deepen relationships.
• Lead and supervise the Customer Service Executive team.

Skills

Professional communication

Relationship management

Negotiation skills

Job description

Group Company:

AU Small Finance Bank Limited

Designation:

Customer Service Manager

Office Location:

Ahmedabad Cg Road Ahmedabad

Position description:

Ensure superior customer service during all branch transactions. Act as a key coordinator between tellers, team leaders, and customers.

Primary Responsibilities:

• 1. Manage maker-checker roles, customer assistance (May I Help You), and inventory authorization.
• 2. Act as custodian for lockers, vaults, and keys; ensure safety and regular checks.
• 3. Provide front-end service including cash disbursal, DDs, cheque handling, and query resolution.
• 4. Address customer grievances and provide solutions per bank policies.
• 5. Support BOSM in daily operations and branch service standards.
• 6. Guide and assist customers with banking transactions and referrals.
• 7. Monitor and improve service quality; implement corrective actions.
• 8. Engage with dormant clients to activate and deepen relationships.
• 9. Lead and supervise the Customer Service Executive team.

Additional Responsibilities:

• 1. Cross-sell and promote bank products across all customer segments.
• 2. Identify customer needs and recommend suitable banking solutions.
• 3. Generate referrals for assets, insurance, and investment products.
• 4. Support sales campaigns and drive product penetration at the branch level.
• 5. Maintain product knowledge and train team members on offerings.

Reporting Team

• Reporting Designation:
• Reporting Department:

Educational qualifications preferred

• Category:
• Field specialization:
• Degree:
• Academic score:
• Institution tier:

Required Certification/s:

Required Training/s:

Required work experience

• Industry: Customer Service/ Front Desk experience in Banking/Any Industry
• Role: Executive/Officer
• Years of experience: 0 to 3

Key Performance Indicators:

Customer Satisfaction Score (CSAT), First Contact Resolution Rate, TAT for Complaint/Query Resolution, Cross-sell Product Conversion Rate, Number of Referrals Generated, Dormant Account Activation Rate, Service Quality Audit Score, Cash Inventory Handling Accuracy, Locker/Vault Custody Compliance, Team Performance Productivity Score

Required Competencies:

1. Strong analytical and problem-solving skills2. Excellent written and verbal communication3. Effective people management and team leadership4. Attention to detail and ability to identify early warning signals5.Hardworking, detail-oriented, and focused on integrity6. Growth-driven with industry awareness7. Customer-focused with a commitment to teamwork8. Ability to nurture talent and foster development

Required Knowledge:

1. Strong understanding of banking products, services, and front-end operations.2. Knowledge of KYC, AML, and regulatory compliance.3. Familiarity with customer grievance handling and service quality standards.4. Basic knowledge of cross-selling techniques and product positioning.5. Proficiency in core banking systems and transaction processing.

Required Skills:

1. Professional Communication - Regional language proficiency, verbal and written fluency, soft-spoken2. Relationship Management - Client-Centric Approach, respectful3. Business tact Negotiations - resolving Conflict

Required abilities

• Physical: 1. Physical fitness2. Mental agility3. Ability to do extensive work4. Ability to handle work pressure and demanding clients
• Other: NA

Work Environment Details:

90% - Office, 10% - Field

Specific requirements

• Travel: Low
• Vehicle: NA
• Work Permit: NA

Other details

• Pay Rate: NA
• Contract Types: Permanent
• Time Constraints: Flexibile workhours as per business requirement
• Compliance Related: 1. Aherence to Code of Conduct policy of the bank2. Non-disclosure of confidential information about bank, clients 3. Responsible handling of bank assets s.a. ID Card, SIM, Marketing material, digital devices, Receipt book etc.
• Union Affiliation: