Associate Service Manager - WBG HO / IPO / CIP

Job Description: Associate Service Manager (M6 Grade)

Key Responsibilities

1. Lead and manage branch service operations to ensure seamless customer experience and adherence to service standards.
2. Supervise frontline service teams and drive productivity, efficiency, and customer satisfaction metrics.
3. Ensure compliance with regulatory requirements, internal policies, audit guidelines, and operational controls.
4. Monitor account servicing, customer requests, transaction processing, and grievance resolution within defined TATs.
5. Drive customer engagement initiatives and identify opportunities for cross-selling banking products and services.
6. Manage branch cash operations, custodian activities, and operational risk controls as per bank guidelines.
7. Coordinate with business, operations, and support functions to resolve customer and process-related issues.
8. Mentor and develop team members through regular performance reviews, coaching, and capability-building initiatives.

Key Requirements

1. Graduate/Postgraduate degree in Finance, Banking, Commerce, Business Administration, or a related discipline.
2. 8-12 years of experience in branch banking, service operations, customer service, or retail banking functions.
3. Strong understanding of banking operations, regulatory compliance, KYC/AML guidelines, and risk management practices.
4. Proven leadership skills with experience in team management, stakeholder coordination, and customer handling.
5. Excellent communication, analytical, problem-solving, and relationship management skills with proficiency in banking systems and MS Office applications.