Customer Service Manager

• Ensure superior customer service during all branch transactions. Act as a key coordinator between tellers, team leaders, and customers.

Primary Responsibilities:

• Manage maker-checker roles, customer assistance (May I Help You), and inventory authorization.
• Act as custodian for lockers, vaults, and keys; ensure safety and regular checks.
• Provide front-end service including cash disbursal, DDs, cheque handling, and query resolution.
• Address customer grievances and provide solutions per bank policies.
• Support BOSM in daily operations and branch service standards.
• Guide and assist customers with banking transactions and referrals.
• Monitor and improve service quality; implement corrective actions.
• Engage with dormant clients to activate and deepen relationships.
• Lead and supervise the Customer Service Executive team.

Additional Responsibilities:

• Cross-sell and promote bank products across all customer segments.
• Identify customer needs and recommend suitable banking solutions.
• Generate referrals for assets, insurance, and investment products.
• Support sales campaigns and drive product penetration at the branch level.
• Maintain product knowledge and train team members on offerings.

Required work experience

• Industry: Customer Service/ Front Desk experience in Banking/Any Industry
• Role: Executive/Officer

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:

• Strong analytical and problem-solving skills
• Excellent written and verbal communication
• Effective people management and team leadership
• Attention to detail and ability to identify early warning signals
• Hardworking, detail-oriented, and focused on integrity
• Growth-driven with industry awareness
• Customer-focused with a commitment to teamwork
• Ability to nurture talent and foster development

Required Knowledge:

• Strong understanding of banking products, services, and front-end operations.
• Knowledge of KYC, AML, and regulatory compliance.
• Familiarity with customer grievance handling and service quality standards.
• Basic knowledge of cross-selling techniques and product positioning.
• Proficiency in core banking systems and transaction processing.

Required Skills:

• Professional Communication - Regional language proficiency, verbal and written fluency, soft-spoken
• Relationship Management - Client-Centric Approach, respectful
• Business tact Negotiations - resolving Conflict

Required abilities

Physical:

• Physical fitness
• Mental agility
• Ability to do extensive work
• Ability to handle work pressure and demanding clients

Work Environment Details: 90% - Office, 10% - Field

Specific requirements

• Travel: Low

Other details

• Time Constraints: Flexibile workhours as per business requirement

Compliance Related:

• Aherence to Code of Conduct policy of the bank
• Non-disclosure of confidential information about bank, clients
• Responsible handling of bank assets s.a. ID Card, SIM, Marketing material, digital devices, Receipt book etc