Branch Operations & Service Manager
- Idfc First Bank
- 4 - 8 years
- 12 hours ago
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Job Description
Job Requirements
About the RoleThe Branch Operations and Service Manager in the Emerging Market division plays a pivotal role in driving customer satisfaction, loyalty, and retention. This role is responsible for establishing and maintaining high standards of customer service across rural branches, ensuring proactive resolution of customer queries, and fostering a customer-centric culture. The role also involves managing service teams, implementing best practices, and enhancing employee engagement to deliver best-in-class service aligned with the banks broader organizational goals.
Key ResponsibilitiesPrimary Responsibilities- Lead and manage a team of Customer Service Managers across inbound channels and correspondence branches.
- Promote customer-centricity by enhancing service experiences and facilitating organic growth.
- Take ownership of customer issues and ensure timely and proactive resolution.
- Define and implement a clear mission focused on service quality enhancement.
- Stay updated with industry developments and apply best practices to improve service delivery.
- Develop and enforce service procedures, policies, and standards.
- Analyse Management Information Systems (MIS) to improve productivity and maintain accurate service records.
- Document customer service actions and discussions for transparency and accountability.
- Recruit, mentor, and develop customer service personnel, fostering a culture of empowerment and excellence.
- Ensure adherence to approved budgets and optimize resource utilization.
- Maintain orderly workflows and prioritize tasks effectively.
- Collaborate with internal stakeholders to leverage synergies and enhance service quality.
- Regulate resources to meet both qualitative and quantitative service targets.
- Bachelors degree in any of the following disciplines:
- Engineering / Technology
- Mathematics / Science / Biology
- Commerce / Arts
- Business / Computers / Management
- Minimum of 4 years of experience in customer service, preferably within the banking or financial services sector.
- Strong leadership and team management capabilities.
- Excellent communication and interpersonal skills.
- Proven ability to resolve customer issues proactively.
- Strategic thinking with a focus on continuous improvement.
- Ability to analyse data and derive actionable insights.
- High level of organizational and workflow management skills.
- Budget management and resource optimization expertise.
- Collaborative mindset with the ability to work across teams.
Job Classification
Industry: BankingFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: Idfc First BankLocation(s): Petlad
Keyskills: retail banking team management customer service cash handling interpersonal skills banking operations management information system resource optimization operations mis leadership kyc verification budget management branch banking communication skills
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