Service Manager-BRANCH BANKING-Branch Banking

Kotak Mahindra Bank; Mumbai; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

Kotak Mahindra Bank is seeking a Service Manager– Branch Banking to lead end-to-end branch operations for a Mega/Large branch and drive service excellence.

The role demands strong leadership of front-office staff, deep knowledge of branch processes, cash handling (including FX/TC), and strict AML/KYC compliance to resolve customer issues within TAT while enhancing cross-sell opportunities.

Qualifications

• Graduate with 6–8 years of experience; Postgraduate with 4–6 years.
• Strong understanding of branch banking operations and customer service.
• Ability to manage and motivate front office staff.
• Experience in AML & KYC compliance is beneficial.

Responsibilities

• Lead the entire Branch Operations for Mega/Large Branches.
• Manage a Service Team and customer service delivery.
• Coordinate branch audits ensuring compliance with regulations.
• Ensure service excellence and cross-sell opportunities.
• Authorize and verify teller and relationship team entries.
• Manage cash, including FX and TCs, within branch limits.
• Handle customer complaints and resolve within TAT.
• Maintain AML & KYC compliance for account openings.

Skills

Customer orientation

Team leadership

Front office staff management

Attention to detail

Branch banking operations

Education

Graduate

Postgraduate

Job description

Service Manager– Branch Banking

KRAs

• Lead the entire Branch Operational activities of an individual Branch (Mega/ Large Branches)
• Manage a Service Team
• Co-ordinate the audit of the branch - Ensuring strict adherence to compliance, audit and regulator and procedural compliance requirements
• Ensuring service excellence to enhance portfolio's, control retention and better cross sell activities
• Authorize and check Teller and Relationship teams entries for customer transaction/ service request
• Check end products
• Check vouchers to clear transactions
• Vault / Key custodian of the Branch
• Manage the Service Scores of the branch
• Branch Lobby and Customer Queue management
• Managing cash (including FX and TCs) at the branch and ensuring that cash (including FX and TCs) is within branch limit
• Customer complains management and ensuring resolution of all complaints within TAT
• Be responsible for the AML & KYC compliance of the various account opening forms submitted to CPC/RPC

Desired Candidate Profile

• Meticulous & has an Eye for detail
• Ability to manage and motivate front office staff
• Thorough overall understanding of branch banking operations
• Graduate : 6 – 8 years of experience
• Post Graduate : 4 - 6 years of experience
• Should possess customer orientation and team leader qualities