Customer Service Manager

Group Company:

Designation:

Office Location:

Position description:

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 Certification/s

Required Training/s:

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:

Required Competencies:

Required Knowledge:

Required Skills:

Required Abilities

• Physical: 1. Physical fitness 2. Mental agility 3. Ability to do extensive work 4. Ability to handle work pressure and demanding clients
• Other: NA
  

Work Environment Details:

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 bank 2. 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: