Group Company: AU Small Finance Bank Limited

Designation: Customer Service Manager

Office Location: Ahmedabad Cg Road Ahmedabad

Position description: Ensure superior customer service during all branch transactions. Act as a key coordinator between tellers, team leaders, and customers.

Primary Responsibilities

- 1. Manage maker-checker roles, customer assistance (‘May I Help You’), and inventory authorization.
- Act as custodian for lockers, vaults, and keys; ensure safety and regular checks.
- Provide front-end service including cash disbursal, DDs, cheque handling, and query resolution.
- Address customer grievances and provide solutions per bank policies.
- Support BOSM in daily operations and branch service standards.
- Guide and assist customers with banking transactions and referrals.
- Monitor and improve service quality; implement corrective actions.
- Engage with dormant clients to activate and deepen relationships.
- Lead and supervise the Customer Service Executive team.

Additional Responsibilities

- 1. Cross-sell and promote bank products across all customer segments.
- Identify customer needs and recommend suitable banking solutions.
- Generate referrals for assets, insurance, and investment products.
- Support sales campaigns and drive product penetration at the branch level.
- Maintain product knowledge and train team members on offerings.

Reporting Team

- Reporting Designation:
- Reporting Department:

Educational Qualifications Preferred

- Category:
- Field specialization:
- Degree:
- Academic score:
- Institution tier:

Required Certification/s

Required Training/s

Required Work Experience

- Industry: Customer Service/ Front Desk experience in Banking/Any Industry
- Role: Executive/Officer
- Years of experience: 0 to 3

Key Performance Indicators: Customer Satisfaction Score (CSAT), First Contact Resolution Rate, TAT for Complaint/Query Resolution,



Cross-sell Product Conversion Rate, Number of Referrals Generated, Dormant Account Activation Rate, Service Quality Audit Score, Cash & Inventory Handling Accuracy, Locker/Vault Custody Compliance, Team Performance & Productivity Score Required Competencies: 1. Robust analytical and problem-solving skills 2. Excellent written and verbal communication 3. Effective people management and team leadership 4. Attention to detail and ability to identify early warning signals 5.Hardworking, detail-oriented, and focused on integrity 6. Growth-driven with industry awareness 7. Customer-focused with a commitment to teamwork 8. Ability to nurture talent and foster development

Required Knowledge: 1. Strong understanding of banking products, services, and front-end operations.

- Knowledge of KYC, AML, and regulatory compliance.
- Familiarity with customer grievance handling and service quality standards.
- Basic knowledge of cross-selling techniques and product positioning.
- Proficiency in core banking systems and transaction processing.

Required Skills: 1.

Qualified

Communication - Regional language proficiency, verbal and written fluency, soft-spoken 2.

Relationship

Management - Client-Centric Approach, respectful 3. Business tact & Negotiations - resolving Conflict

Required Abilities

- Physical: 1. Physical fitness 2. Mental agility 3. Ability to do extensive work 4. Ability to handle work pressure and demanding clients
- Other: NA

Work Environment Details: 90% - Office, 10% - Field

Specific Requirements

- Travel: Low
- Vehicle: NA
- Work Permit: NA

Other Details

- Pay Rate: NA
- Contract Types: Permanent
- Time Constraints: Flexibile workhours as per business requirement
- Compliance Related: 1. Aherence to Code of Conduct policy of the bank 2. Non-disclosure of confidential information about bank, clients 3. Responsible handling of bank assets s.a. ID Card, SIM, Marketing material, digital devices, Receipt book etc.
- Union Affiliation:

📌 Customer Service Manager (India)
🏢 AU Small Finance Bank
📍 India