Customer Service Manager

Group Company: AU Small Finance Bank Limited

Designation: Customer Service Manager

Office Location:

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 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: 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 fitness 2. Mental agility 3. Ability to do extensive work 4. 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 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: