About the role
Job Description: Associate Service Manager (M6 Grade)
Key Responsibilities
- Lead and manage branch service operations to ensure seamless customer experience and adherence to service standards.
- Supervise frontline service teams and drive productivity, efficiency, and customer satisfaction metrics.
- Ensure compliance with regulatory requirements, internal policies, audit guidelines, and operational controls.
- Monitor account servicing, customer requests, transaction processing, and grievance resolution within defined TATs.
- Drive customer engagement initiatives and identify opportunities for cross-selling banking products and services.
- Manage branch cash operations, custodian activities, and operational risk controls as per bank guidelines.
- Coordinate with business, operations, and support functions to resolve customer and process-related issues.
- Mentor and develop team members through regular performance reviews, coaching, and capability-building initiatives.
Key Requirements
- Graduate/Postgraduate degree in Finance, Banking, Commerce, Business Administration, or a related discipline.
- 8-12 years of experience in branch banking, service operations, customer service, or retail banking functions.
- Strong understanding of banking operations, regulatory compliance, KYC/AML guidelines, and risk management practices.
- Proven leadership skills with experience in team management, stakeholder coordination, and customer handling.
- Excellent communication, analytical, problem-solving, and relationship management skills with proficiency in banking systems and MS Office applications.