Branch Customer Experience Lead - Flexible Hours

AU Small Finance Bank; Gilgit Division; On-site; PKR 900,000 - 1,200,000; Full time

Job summary

AU Small Finance Bank Limited is seeking a Customer Service Manager to ensure superior service during all branch transactions and to act as a key coordinator between tellers, team leaders, and customers.

The role includes managing multiple responsibilities, enhancing service quality, and leading a Customer Service Executive team to achieve branch service standards. Flexibility to handle banking queries and cross-sell solutions is required.

Qualifications

• Experience in banking front desk or customer service.
• Knowledge of banking operations including KYC/AML.
• Strong communication and analytical skills.
• Ability to lead and develop a team.

Responsibilities

• Manage maker-checker roles and customer assistance.
• Oversee custodian duties for lockers, vaults and keys.
• Provide front-end service including cash disbursal and cheque handling.
• Address customer grievances per bank policies.
• Support daily branch operations and service standards.
• Guide customers with transactions and referrals.
• Monitor service quality and implement corrective actions.
• Engage dormant clients to activate relationships.
• Lead and supervise the Customer Service Executive team.

Skills

Customer service leadership

People management

Banking knowledge

Communication skills

Job description

AU Small Finance Bank Limited is seeking a Customer Service Manager to ensure superior service during all branch transactions and to act as a key coordinator between tellers, team leaders, and customers.

The role includes managing multiple responsibilities, enhancing service quality, and leading a Customer Service Executive team to achieve branch service standards. Flexibility to handle banking queries and cross-sell solutions is required.