Branch Operations & Service Manager
IDFC FIRST Bank — Hyderabad, HYDERABAD
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Job Description
Job Needs About the Job
The Branch Operations and Service Manager in the Rural Banking division plays a pivotal post in driving customer satisfaction, loyalty, and retention. This position is in charge of establishing and keeping up high standards of customer service throughout rural branches, securing proactive resolution of customer queries, and fostering a customer-centric culture. The post also involves overseeing service teams, implementing best practices, and enhancing employee engagement to produce best-in-class service aligned with the bank’s broader organizational goals.
Key Responsibilities
Primary Responsibilities
- Lead and oversee a team of Customer Service Managers over inbound channels and correspondence branches.
- Promote customer-centricity by enhancing service experiences and facilitating organic progress.
- Take ownership of customer issues and guarantee timely and proactive resolution.
- Define and implement a clear mission focused on service quality enhancement.
- Stay updated with industry developments and apply best practices to strengthen service delivery.
- Shape and enforce service procedures, policies, and standards.
Secondary Responsibilities
- Analyse Management Information Systems (MIS) to enhance productivity and uphold accurate service records.
- Document customer service actions and discussions for transparency and accountability.
- Recruit, mentor, and shape customer service personnel, fostering a culture of empowerment and excellence.
- Guarantee adherence to approved budgets and optimize resource utilization.
- Uphold orderly workflows and prioritize tasks productively.
- Collaborate with internal stakeholders to use synergies and enhance service quality.
- Regulate resources to meet both qualitative and quantitative service targets.
What We Are Looking For
Education
- Bachelor’s degree in any of the following disciplines:
- Engineering / Technology
- Mathematics / Science / Biology
- Commerce / Arts
- Business / Computers / Management
Experience
- Minimum of3years of experiencein customer service, preferably within the banking or financial services sector.
Competencies and Attributes
- Sound leadership and team management capabilities.
- Strong communication and interpersonal competencies.
- Proven capability to resolve customer issues proactively.
- Strategic thinking with a concentrate on continuous improvement.
- Aptitude to analyse data and derive actionable perspectives.
- High level of organizational and workflow management capabilities.
- Budget management and resource optimization expertise.
- Collaborative mindset with the aptitude to work spanning teams.
This Branch Operations & Service Manager vacancy is based in Hyderabad.
Frequently Asked Questions
What are the eligibility criteria for the Branch Operations & Service Manager job at IDFC FIRST Bank?
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 5-10 Years years of relevant experience expected for this role.
What are the primary responsibilities of a Branch Operations & Service Manager at IDFC FIRST Bank?
The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a Branch Operations & Service Manager at IDFC FIRST Bank.
Is prior experience required for this position?
This role requires around 5-10 Years years of relevant experience, as specified in the job listing. Please refer to the Qualifications & Experience section above for full details.
What skills are important for this role?
Skills relevant to this position are outlined in the Qualifications & Experience section above. In general, strong communication, domain knowledge, and the ability to meet role-specific targets are valued across similar BFSI positions.
How do I apply for the Branch Operations & Service Manager role at IDFC FIRST Bank?
You can apply directly using the Apply Now button on this page, which will take you to IDFC FIRST Bank's application process for this role.
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