Branch Operations & Service Manager

The Branch Operations and Service Manager in the Rural Banking department is responsible for focusing on enabling customers, partners, and stakeholders to address their needs through proactive query resolution. This role involves setting up customer service quality procedures and standards for the team, deploying strategies, and implementing best practices to achieve customer satisfaction, loyalty, and retention. The Branch Operations and Service Manager plays a crucial role in driving employee morale and engagement levels to ensure the organization delivers best-in-class service to its customers. Key Responsibilities include: - Managing a team of customer service managers overseeing the inbound channel and correspondence branches. - Providing excellent customer service and fostering customer centricity within the organization to enhance customer service experience and drive organic growth. - Taking ownership of customer issues and ensuring proactive resolution. - Establishing a clear mission to enhance service quality and implementing strategies to achieve this goal by staying abreast of industry developments and implementing best practices. - Developing service procedures, policies, and standards. - Analyzing MIS data to enhance productivity, maintain accurate records, and document customer service actions and discussions. - Recruiting, mentoring, and developing customer service resources to create an environment where they can excel through encouragement and empowerment. - Adhering to and managing the approved budget. - Maintaining an orderly workflow based on priorities. - Managing resources efficiently to achieve qualitative and quantitative targets. - Enhancing service quality and customer focus within the organization. - Leveraging in-house synergies through collaboration with internal stakeholders. Education Qualification: - Graduation in Bachelors in Engineering, Technology, Maths, Commerce, Arts, Science, Biology, Business, Computers, or Management. Experience: - Minimum 4 years of experience in Customer Service.,