Job Requirements
Job Title: Branch Service Manager
Department/Function: Customer Experience
Job Purpose
As a Branch Service Manager, you will be responsible for driving service excellence and operational efficiency at the branch level. Your role will focus on enhancing customer experience, improving productivity, and ensuring smooth execution of service initiatives. You will also play a key role in managing team performance and supporting cross-sell opportunities.
Roles & Responsibilities
- Drive branch productivity by optimizing service delivery and operational processes.
- Monitor and manage average wait times and ensure timely resolution of customer queries.
- Improve First Contact Resolution (FCR) rates to enhance customer satisfaction.
- Track and improve Transaction Net Promoter Score (NPS).
- Support cross-sell initiatives by identifying customer needs and promoting relevant products.
- Manage team performance and ensure attrition is kept under control.
- Lead and implement all service and process improvement initiatives at the branch.
- Collaborate with internal teams to ensure alignment with business goals and service standards.
- Prior experience in branch operations or customer service roles within the banking or financial services sector is preferred.
- Strong leadership and team management skills.
- Excellent customer service orientation.
- Ability to analyze service metrics and drive improvements.
- Good communication and interpersonal skills.
- Proactive approach to problem-solving and process enhancement.
Educational Qualifications:
Graduation: Bachelor of Commerce (B.com) / Bachelor of Science (B.Sc) / Bachelor of Arts (BA) / Bachelor of Business & Insurance (BBI) / Bachelor of Management Studies (BMS)
Post-Graduation: Master of Business Administration (MBA) / Master of Commerce (M.com) / Master of Arts (MA)
Experience: 5 - 10 years of relevant experience
