State Head

IDFC FIRST Bank; Madurai; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

IDFC FIRST Bank is seeking a State Head – Asset Branches in Madurai to lead customer experience and operational excellence across branches. The role demands strong leadership in enhancing productivity, maintaining service quality, and implementing strategic initiatives to drive digital adoption. Candidates should have a graduate degree and experience in branch banking or asset management. The position offers an opportunity to maximize cross-sell opportunities and improve customer satisfaction metrics.

Qualifications

• Proven experience in branch banking, customer service, or asset management leadership roles.

Responsibilities

• Drive branch productivity and ensure service quality.
• Promote channel migration to digital platforms.
• Maintain low attrition and high employee engagement.
• Ensure First Contact Resolution (FCR) and high Transaction NPS.
• Maximize cross-sell opportunities across products.
• Lead and implement strategic initiatives across branches.

Skills

Leadership and team management

Understanding of retail banking operations

Driving performance

Digital adoption

Strategic thinking

Education

Graduate in any discipline; post-graduate qualification preferred

Job description

Job Requirements

About the Role: As a State Head – Asset Branches at IDFC First Bank, you will lead customer experience and operational excellence across branches in your state. This role focuses on driving productivity, improving service metrics, and fostering a high-performance culture while ensuring seamless customer interactions and cross‑sell opportunities.

Key Responsibilities

Primary Responsibilities

• Drive branch productivity and ensure service quality.
• Promote channel migration to digital platforms.
• Maintain low attrition and high employee engagement.
• Ensure First Contact Resolution (FCR) and high Transaction NPS.
• Maximize cross-sell opportunities across products.

Secondary Responsibilities

• Lead and implement strategic initiatives across branches to enhance customer experience and operational efficiency.

What We Are Looking For

Education

• Graduate in any discipline; post‑graduate qualification preferred.

Experience

• Proven experience in branch banking, customer service, or asset management leadership roles.

Skills and Attributes

• Strong leadership and team management skills.
• Excellent understanding of retail banking operations and customer experience metrics.
• Ability to drive performance, digital adoption, and cross‑functional collaboration.
• Strategic thinking with a customer‑centric approach.