Customer Service Manager

Position: Branch Customer Service Manager

Department: Customer Service

Location: Branch Based

Reporting To: Area Customer Service Manager

Role Purpose

To manage end-to-end customer service operations at the branch level, ensuring excellent customer experience, timely resolution of service requests, compliance with regulatory and internal policies, and effective coordination with Sales, Credit, Operations, Legal, and other stakeholders.

Key Responsibilities

Customer Service & Operations

• Ensure timely resolution of customer queries, complaints, and service requests.
• Monitor branch-level service quality and customer satisfaction metrics.
• Manage activities related to loan servicing, statement requests, NOCs, foreclosure requests, repayment support, and post-disbursement customer servicing.
• Drive adherence to customer service SLAs and turnaround times.

Customer Experience

• Deliver superior borrower experience across all customer touchpoints.
• Handle escalated cases and ensure proactive resolution.
• Identify customer pain points and recommend process improvements.
• Support customer retention initiatives and relationship management.

Compliance & Process Governance

• Ensure adherence to RBI, NHB, company policies, and operational guidelines.
• Maintain audit readiness and ensure closure of observations within timelines.
• Monitor compliance with documentation, service processes, and branch controls.

Stakeholder Management

• Coordinate closely with Sales, Credit, Technical, Legal, Collections, and Central Operations teams.
• Act as the primary customer service representative for the branch.
• Support branch management in resolving operational and customer-related issues.

Team Management

• Lead and coach branch customer service executives.
• Monitor individual and team productivity.
• Conduct regular reviews and capability-building sessions.
• Foster a customer-centric culture within the branch.

MIS & Reporting

• Track service-related KPIs and branch performance metrics.
• Prepare periodic reports for management review.
• Analyze trends in complaints, service requests, and operational issues.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• Complaint Resolution TAT
• Service Request Closure TAT
• Audit & Compliance Scores
• Customer Retention Metrics
• Branch Service Quality Parameters
• Process Adherence and Accuracy

Desired Candidate Profile

• Graduate/Postgraduate in any discipline.
• 2-6 years of experience in customer service, branch operations, banking, NBFC, HFC, or financial services.
• Strong understanding of home loan servicing and branch operations.
• Good knowledge of regulatory and compliance requirements.
• Excellent communication, stakeholder management, and problem-solving skills.
• Ability to manage teams and drive service excellence.