Branch Customer Service Manager

Job Description

Responsible for managing all the Branches under his/her purviewProvide excellent Customer Service for all customer queries / request at the branches Going above and beyond to find solutions to customers' issues Perform all operational tasks for Receipting , Banking and accounting collections at the branchesDrive compliance on statutory and company related policies related to the branches PRINCIPAL ACCOUNTABILITIES Customer Service & Process Improvement / Quality-Drive a culture of Solution oriented FTR Customer Service at branches ,-Drive process for recording and providing resolution to all customer requests / complaints with the prescribed process and SLA-Drive the NPS Score of the branches-Continuously, liaise with other functional teams / C-Ops and drive process improvements thereby reducing / plug instances of complaints Support to Business Team at the Branches:- Coordination on post sanction and processing disbursements (RLAP) ,Post disbursement query clarification and curing as per defined Metrics (All products)-Despatch Handover of documents / Repayment Pouch as per the laid down policies within the defined metrics Control Processes / Compliance at Branches-Cash handling at all branches as per prescribed process -Safe custody of all Disbursement Documents and PDD at the respective Branches in the region-Dispatch of all disbursement related documents to Central operations/Handover of Repayment Pouches to vendors within stipulated timelines as per defined process -Compliance of all statutory requirements / Notice board displays as stipulated by Compliance team from time to time -Ensure robust process control for post collection activities cheque and Cash collection, Banking and Updationwithin agreed SLA DIMENSIONS(List the significant numerical data which will reflect the scope and scale of activities concerning this job) Other DimensionsINTERNAL2(Indication of some of the significant volumes associated with the job like number in team/ staff handled etc) FTR for collections receipt entry for the regionFTR for File validation/ Scanning for Disbursement for the region SR closure TAT % SR closure Cash deposit average TAT4 SKILLS AND KNOWLEDGE(State the minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent) Educational Qualifications and ExperienceGraduateFunctional and Behavioral SkillsProblem solving Being able to solve problemsSelf Motivated and work under tight deadlinesActive listening , Communication and Interpersonal SkillsTeam Management Exposure to Customer Service managementRelevant and total years of ExperienceExperience of 5 to 8 years from NBFC/HFC / Banking Industry5 KEY COLLABORATION NETWORKKey shared accountabilities- Collections, Operations & Sales Function NPS Score of the branches under purviewMission Critical Collaborators- Area Collections Manager Collections TM, Reps Branch Sales Team Operations team6 DECISION RIGHTSOwnsBranch Business Support / Quality documentation / Document Custody / Customer Service / Branch ComplianceInfluencesCustomer Service, NPS Score of the branches under purviewINTERNAL3