Personal Banker-Inbound_BRANCH BANKING_0466_6453_1001935

Assistant Manager (M1) †Kotak Mahindra Bank

Job Title

Assistant Manager

Grade

M1

Function

Retail Banking / Branch Banking Operations & Sales

Reporting To

Branch Operations Manager / Branch Manager

Job Purpose

To support branch operations, deliver superior customer service, ensure compliance with bank policies, and contribute to business growth through cross-selling of banking products and services.

Key Responsibilities

Branch Operations

• Handle day-to-day branch operations and customer service activities.
• Ensure smooth processing of account opening, maintenance requests, and transaction servicing.
• Monitor operational controls and adherence to internal processes.
• Support cash, clearing, and transaction-related activities as per branch requirements.

Customer Service

• Resolve customer queries and complaints within defined timelines.
• Deliver a high-quality customer experience across all touchpoints.
• Ensure prompt turnaround time for customer requests.

Business Development

• Cross-sell CASA, Fixed Deposits, Insurance, Investment, and other banking products.
• Identify opportunities to deepen customer relationships.
• Support achievement of branch business targets.

Compliance & Risk Management

• Ensure adherence to KYC, AML, audit, and regulatory requirements.
• Maintain operational risk controls and compliance standards.
• Assist in closure of audit observations and process gaps.

Team Coordination

• Coordinate with internal departments for customer servicing and issue resolution.
• Support branch leadership in achieving operational excellence.

Key Performance Indicators (KPIs)

• Customer satisfaction scores.
• Error-free transaction processing.
• Compliance and audit scores.
• Cross-sell and business revenue contribution.
• Service turnaround time (TAT).
• Productivity and operational efficiency.

Eligibility Criteria

Educational Qualification

• Graduate in any discipline.
• MBA/PGDM preferred.

Experience

• 1-4 years of experience in Banking Operations, Customer Service, Branch Banking, or Retail Banking Sales.

Skills Required

• Customer relationship management.
• Banking operations knowledge.
• Sales and cross-selling skills.
• Communication and interpersonal skills.
• Problem-solving and analytical ability.
• Knowledge of banking regulations and compliance.

Core Competencies

• Customer Focus
• Operational Excellence
• Teamwork
• Result Orientation
• Compliance Awareness
• Attention to Detail