Key Responsibilities

Primary Responsibilities
Drive branch productivity by optimizing service delivery and operational processes.
Monitor and manage average wait times and ensure timely resolution of customer queries.
Improve First Contact Resolution (FCR) rates to enhance customer satisfaction.
Track and improve Transaction Net Promoter Score (NPS).
Support cross-sell initiatives by identifying customer needs and promoting relevant products.
Manage team performance and ensure attrition is kept under control.

Secondary Responsibilities
Lead and implement all service and process improvement initiatives at the branch.
Collaborate with internal teams to ensure alignment with business goals and service standards.





What We Are Looking For

Education
Graduate in any discipline.

Experience
Prior experience in branch operations or customer service roles within the banking or financial services sector is preferred.

Skills and Attributes
Robust leadership and team management skills.
Excellent customer service orientation.
Ability to analyze service metrics and drive improvements.
Valuable communication and interpersonal skills.
Proactive approach to problem-solving and process enhancement.

📌 Branch Service Manager Loan Center, Mumbai (India)
🏢 Abacus Consultants
📍 India