Service Manager-BRANCH BANKING-Service at Kotak… · Gurgaon

We are looking for a proactive and customer-focused Service Manager to oversee branch operations and ensure exceptional service delivery. This role involves managing daily branch activities, ensuring compliance with regulatory standards, and driving service excellence. The Service Manager will also be responsible for team supervision, complaint resolution, and maintaining high service scores.

Responsibilities

Manage and improve service scores of the branch

Oversee day-to-day branch operations ensuring smooth functioning

Ensure strict adherence to compliance, audit, and regulatory requirements

Authorize and verify system inputs by SO/SDO/RO for customer transactions and service requests

Manage branch lobby and customer queues to enhance service delivery

Handle cash operations including foreign exchange (FX) and traveler’s cheques (TCs) within branch limits

Resolve customer complaints within defined turnaround times (TAT)

Ensure AML and KYC compliance for account opening forms submitted to CPC/RPC

Guide and monitor team members to maintain operational efficiency and service quality