Customer Service Manager

Role/ Job Title: Customer Service Manager

Business: Branch Banking

Function/ Department: Branch Banking

Job Purpose:

'The role focuses on engaging with customers, managing retail banking operations, driving liability growth, and ensuring compliance with regulatory standards. The incumbent plays a key part in enhancing customer satisfaction, supporting cross-sell initiatives, and contributing to the overall performance of the branch

Roles & Responsibilities:

'• Process banking transactions such as deposits, withdrawals, and payments accurately and efficiently.

• Maintain and balance cash drawers, ensuring accurate record-keeping of all transactions.
• Promote and cross-sell bank products and services to customers.
• Engage daily with customers to drive growth in Current Accounts (CA), Savings Accounts (SA), and Term Deposits (TD), along with cross-selling of asset and wealth products.
• Achieve business targets as defined in the performance scorecard.
• Provide need-based product solutions by aligning customer requirements with banking offerings.
• Address customer inquiries and resolve complaints promptly and effectively.
• Adhere to banking regulations and internal policies related to Anti-Money Laundering (AML), Know Your Customer (KYC), and Data & Information Security.
• Assist in the closure of audit observations and ensure compliance with audit requirements.

Secondary Responsibilities:

'• Collaborate with branch team members to meet branch goals and service standards.

• Maintain a high level of attention to detail and accuracy in all tasks.
• Support branch operations during peak hours,

Qualifications:

Graduate

Years of Experience:

0 - 4 years