MUMBAI · FULLTIME
Customer Service Manager
AU Small Finance Bank
Mumbai · onsite · Posted 1d ago
Sourced from
Undisclosed3–9 yrsfulltimeMumbai
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Section · 01
About this role
Group Company: AU Small Finance Bank Limited
Designation: Customer Service Manager
Office Location:
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.2. Act as custodian for lockers, vaults, and keys; ensure safety and regular checks.3. Provide front-end service including cash disbursal, DDs, cheque handling, and query resolution.4. Address customer grievances and provide solutions per bank policies.5. Support BOSM in daily operations and branch service standards.6. Guide and assist customers with banking transactions and referrals.7. Monitor and improve service quality; implement corrective actions.8. Engage with dormant clients to activate and deepen relationships.9. Lead and supervise the Customer Service Executive team.
Additional Responsibilities:
- 1. Cross-sell and promote bank products across all customer segments.2. Identify customer needs and recommend suitable banking solutions.3. Generate referrals for assets, insurance, and investment products.4. Support sales campaigns and drive product penetration at the branch level.5. 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. Strong analytical and problem-solving skills2. Excellent written and verbal communication3. Effective people management and team leadership4. Attention to detail and ability to identify early warning signals5.Hardworking, detail-oriented, and focused on integrity6. Growth-driven with industry awareness7. Customer-focused with a commitment to teamwork8. Ability to nurture talent and foster development
Required Knowledge: 1. Strong understanding of banking products, services, and front-end operations.2. Knowledge of KYC, AML, and regulatory compliance.3. Familiarity with customer grievance handling and service quality standards.4. Basic knowledge of cross-selling techniques and product positioning.5. Proficiency in core banking systems and transaction processing.
Required Skills: 1. Professional Communication - Regional language proficiency, verbal and written fluency, soft-spoken2. Relationship Management - Client-Centric Approach, respectful3. Business tact Negotiations - resolving Conflict
Required abilities
- Physical: 1. Physical fitness2. Mental agility3. Ability to do extensive work4. 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 bank2. 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:
Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Section · 02
Skills
Customer ServiceCSATcustomer satisfactiondaily operationsBanking ProductsGrievance Handlingconversion rateBanking SystemsInvestment ProductsBanking SolutionsBankingFront DeskBanking transactionsAmlcomplianceKYCfinance
Section · Company
About AU Small Finance Bank
AU Small Finance Bank
Banking
50.9k+
employees
1996
30 years old
Jaipur, Rajasthan
India
About
AU Small Finance Bank offer banking services such as personal banking, online banking, internet banking, business & corporate banking, insurance, loans, investments, retail banking & much more.
Industries
BankingFinancial Services
Employee ratings
14,223 reviews
3.8/ 5
Culture
3.6
Career growth
3.5
Work-life
3.7
Employees rate it well for
Work Culture1155Work Environment896Salary745Learning675Work Life Balance609
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