Customer Service Manager

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

Group Company:

AU Small Finance Bank Limited

Designation:

Customer Service Manager

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 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 skills


• 2. Excellent written and verbal communication


• 3. Effective people management and team leadership


• 4. Attention to detail and ability to identify early warning signals


• 5. Hardworking, detail-oriented, and focused on integrity


• 6. Growth-driven with industry awareness


• 7. Customer-focused with a commitment to teamwork


• 8. 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-spoken


• 2. Relationship Management - Client-Centric Approach, respectful


• 3. 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:

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.