Customer Service Executive - Customer Service Operations

Job Description (JD) Branch Network Team Leader (TL)

Position Title: Branch Network Team Leader (TL)
Experience Required: 26 Years
Location:Pune
Department: Branch Operations / Network Management
Employment Type: Full-Time

Role Summary

We are seeking a proactive and results-driven Branch Network Team Leader to oversee branch network operations, drive business growth, and ensure excellent customer service standards. The ideal candidate will have experience in branch operations, team management, sales performance monitoring, and stakeholder coordination. The role requires strong leadership, analytical skills, and the ability to manage multiple branches or branch-related activities effectively.

Key Responsibilities

Branch Operations Management

• Monitor and support day-to-day branch operations to ensure smooth functioning.
• Ensure compliance with organizational policies, regulatory requirements, and operational procedures.
• Identify and resolve operational issues impacting branch performance.
• Track branch productivity, service quality, and operational efficiency metrics.

Team Leadership & Development

• Lead, mentor, and motivate branch staff to achieve business and operational objectives.
• Conduct regular performance reviews, coaching sessions, and team meetings.
• Support recruitment, onboarding, and training of branch employees.
• Foster a culture of accountability, collaboration, and customer-centricity.

Business Development & Sales Support

• Drive achievement of branch sales targets and key business KPIs.
• Identify opportunities for customer acquisition, retention, and cross-selling.
• Support branch teams in executing sales campaigns and business initiatives.
• Monitor branch performance and recommend improvement strategies.

Customer Experience

• Ensure high standards of customer service across all branch locations.
• Handle escalated customer concerns and ensure timely resolution.
• Gather customer feedback and implement service improvement initiatives.

Reporting & Analysis

• Prepare and present branch performance reports and dashboards.
• Analyze business trends, operational data, and customer insights.
• Provide recommendations to improve branch productivity and profitability.
• Maintain accurate records and documentation.

Required Qualifications

• Bachelor's degree in Business Administration, Commerce, Management, Finance, or a related field.
• 26 years of experience in branch operations, retail banking, financial services, sales operations, or network management.
• Prior experience in team handling or supervisory roles is preferred.

Required Skills

• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Analytical and problem-solving mindset.
• Knowledge of branch operations and compliance requirements.
• Proficiency in MS Excel, PowerPoint, and reporting tools.
• Ability to manage multiple priorities and work under deadlines.
• Strong customer service orientation.

Preferred Qualifications

• Experience in banking, fintech, NBFC, telecom, retail, or distribution networks.
• Exposure to performance management and branch KPI tracking.
• Knowledge of CRM and operational management systems.

Key Performance Indicators (KPIs)

• Branch sales achievement.
• Customer satisfaction scores.
• Operational compliance and audit scores.
• Team productivity and engagement.
• Customer acquisition and retention metrics.
• Resolution time for customer escalations.