Job Requirements

About the Role
The Branch Operations and Service Manager in the Rural Banking 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 bank’s broader organizational goals.

Key Responsibilities
Primary 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 transparent 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.
Secondary Responsibilities
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.

What We Are Looking For
Education
Bachelor’s degree in any of the following disciplines:
Engineering / Technology
Mathematics / Science / Biology
Commerce / Arts
Business / Computers / Management
Experience
Minimum of3

📌 Branch Operations (India)
🏢 IDFC FIRST Bank
📍 India