Customer Service Manager

Group Company: AU Small Finance Bank Limited Designation: Customer Service Manager Office Location: Sarat Bose Road Kolkata Kolkata , Shyam Bazar Kolkata Kolkata 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:
10. Cross-sell and promote bank products across all customer segments.
11. Identify customer needs and recommend suitable banking solutions.
12. Generate referrals for assets, insurance, and investment products.
13. Support sales campaigns and drive product penetration at the branch level.
14. 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:
15. Strong analytical and problem-solving skills
16. Excellent written and verbal communication
17. Effective people management and team leadership
18. Attention to detail and ability to identify early warning signals 5.Hardworking, detail-oriented, and focused on integrity
19. Growth-driven with industry awareness
20. Customer-focused with a commitment to teamwork
21. Ability to nurture talent and foster development Required Knowledge:
22. Strong understanding of banking products, services, and front-end operations.
23. Knowledge of KYC, AML, and regulatory compliance.
24. Familiarity with customer grievance handling and service quality standards.
25. Basic knowledge of cross-selling techniques and product positioning.
26. Proficiency in core banking systems and transaction processing.

Required Skills

1. Professional Communication

• Regional language proficiency, verbal and written fluency, soft-spoken

1. Relationship Management

• Client-Centric Approach, respectful

1. Business tact & Negotiations - resolving Conflict Required abilities Physical:
2. Physical fitness
3. Mental agility
4. Ability to do extensive work
5. 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: