Branch Operations & Service Manager

As a Branch Operations and Service Manager in the Rural Banking department, your primary focus will be on enabling customers, partners, and stakeholders to address their needs through proactive query resolution. You will be responsible for setting up customer service quality procedures, establishing standards for the team, and implementing strategies and best practices to achieve exceptional service levels. Additionally, driving employee morale and engagement to ensure the organization delivers best-in-class service, leading to increased customer satisfaction, loyalty, and retention. **Key Responsibilities:** - Manage a team of customer service managers responsible for the inbound channel and correspondence branches. - Enhance customer service experience, promote customer centricity, and drive organic growth. - Take ownership of customer issues and ensure timely and proactive resolutions. - Establish a clear mission to improve service quality, deploying strategies aligned with industry developments and best practices. - Develop service procedures, policies, and standards to uphold service excellence. - Analyze MIS, enhance productivity, and maintain accurate records of customer interactions. - Recruit, mentor, and develop customer service resources to create an environment conducive to their growth and success. - Adhere to and manage the approved budget while maintaining an orderly workflow based on priorities. - Optimize resources and assets to meet qualitative and quantitative targets. - Elevate service quality and customer focus within the organization through collaboration with internal stakeholders. In terms of qualifications, you should hold a Bachelor's degree in Engineering, Technology, Mathematics, Commerce, Arts, Science, Biology, Business, Computers, or Management. Additionally, you should have at least 4 years of experience in customer service. Please note that this job requires a strong focus on customer satisfaction, team management, and strategic decision-making to achieve organizational goals effectively.,