Service Manager-BRANCH BANKING-Service

Kotak Mahindra Bank Ltd; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Kotak Mahindra Bank Ltd. is seeking a proactive Service Manager to oversee branch operations in Mumbai. The role focuses on delivering exceptional customer service, supervising staff, and ensuring adherence to regulatory standards, AML/KYC guidelines, and audit requirements.

The Service Manager will also manage customer transactions, optimize lobby operations, and resolve complaints promptly to maintain premier service scores.

Responsibilities

• Manage and oversee day-to-day branch operations to ensure smooth functioning
• Maintain high service scores and drive service excellence for customers
• Ensure strict compliance with regulatory, AML, KYC, audit standards
• Authorize and verify system inputs for customer transactions and service requests
• Manage branch lobby, customer queues, and cash operations including FX and traveler's cheques
• Resolve customer complaints within defined turnaround times (TAT) and guide team members to sustain efficiency

Job description

We are looking for a proactive and customer-focused Service Manager to oversee branch operations and ensure exceptional service delivery. This role involves managing daily branch activities, ensuring compliance with regulatory standards, and driving service excellence. The Service Manager will also be responsible for team supervision, complaint resolution, and maintaining high service scores.

• Manage and improve service scores of the branch
• Oversee day-to-day branch operations ensuring smooth functioning
• Ensure strict adherence to compliance, audit, and regulatory requirements
• Authorize and verify system inputs by SO/SDO/RO for customer transactions and service requests
• Manage branch lobby and customer queues to enhance service delivery
• Handle cash operations including foreign exchange (FX) and traveler’s cheques (TCs) within branch limits
• Resolve customer complaints within defined turnaround times (TAT)
• Ensure AML and KYC compliance for account opening forms submitted to CPC/RPC
• Guide and monitor team members to maintain operational efficiency and service quality