Job Requirements
About the Role

The
Assistant Customer Service Manager
is a key role within the
Rural Banking
function of
Retail Banking
, responsible for managing branch operations and ensuring effective service delivery in rural locations. The role focuses on scaling up the retail banking business by managing daily operations, maintaining compliance, and delivering a seamless customer experience. The incumbent acts as the central custodian of all Rural Banking documents at the branch and supports the implementation of technology-driven and cost-effective operational practices.

Key Responsibilities

Primary Responsibilities
- Oversee day-to-day branch operations and administration, ensuring strict adherence to the bank’s policies and procedures.
- Manage service delivery for customers at the designated rural branch.
- Perform data entry for application forms, customer ID creation, and account setup.
- Conduct document verification, including KYC checks, application forms, and loan documentation.
- Handle cash and clearing transactions in compliance with operational standards.




- Maintain a strong audit rating for the branch by ensuring process discipline and documentation accuracy.
- Deliver best-in-class service to both internal and external customers.
- Act as a business partner in strategizing and implementing key operational and regulatory practices, including compliance, lending operations, and risk management.
- Drive quality initiatives across the operations team to optimize processes, improve turnaround time (TAT), and upgrade service level agreements (SLAs).
- Leverage automation and digitization tools to enhance process efficiency.

Secondary Responsibilities
- Recommend process improvements to enhance service quality and operational efficiency.
- Support the implementation of community development and financial inclusion initiatives in rural areas.

What We Are Looking For

Education
- Bachelor’s degree in any discipline is preferred.

Experience
- Mini

📌 Assistant Customer Service Manager (Ghatabillod)
🏢 IDFC FIRST Bank
📍 Ghatabillod