Branch Service Manager-Loan Center, Mumbai
5 - 8 years
Any Graduate
CSE
7 ~ 7 LPA
Key Responsibilities
Primary 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.
Secondary Responsibilities
- 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.
What We Are Looking For
Education
- Graduate in any discipline.
Experience
- Prior experience in branch operations or customer service roles within the banking or financial services sector is preferred.
Skills and Attributes
- 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.
