Service Manager ( Branch banking operations )

Position - Service Manager -Financial Desk / Concierge Services

Business Unit - Contact Center

Sub Business Unit - Concierge Service

Grade :- DM/M

Experience: 4 to 7 Years

Location:- Airoli ( Navi Mumbai )

Industry: Banking
Work Mode: Rotational Shifts + Week-offs

About the Role

We are looking for an experienced Banking Operations & Customer Service professional to manage endtoend servicing for YES FIRST, YES Grandeur, NRI, SME, and Priority Banking customers. The role involves backend operations, financial transaction processing, documentation checks, compliance, and resolution of email-based customer requests within defined TAT.

Key Responsibilities

• Handle financial & non-financial transactions, including account opening, account modifications, remittances, and service requests.
• Ensure TAT, accuracy, and FTR (First Time Right) on all customer requests.
• Manage email-based customer queries, escalations, and documentation checks.
• Perform strong monitoring, verification, and makerchecker controls.
• Maintain KYC, AML, PMLA, FEMA & RBI guideline compliance.
• Prepare and maintain MIS reports, registers, and audit documentation.
• Coordinate with internal teams (NOC, resolving units, RM teams) for closure of requests.
• Ensure zero errors, zero operational losses, and adherence to SOPs.

Required Skills & Experience

• 47 years of experience in Branch Banking / Banking Operations / Customer Service.
• Strong knowledge of NRI services, priority banking, transaction processing, and banking documentation.
• Hands-on experience with KYC/AML compliance and regulatory guidelines.
• Ability to handle high-value customers with strong communication and service orientation.
• Experience in MIS, audits, and backend operations.

Education

• Graduate (Mandatory)
• PG / JAIIB / CAIIB / NCFM / AMFI preferred

Shift Requirement

• Comfortable with rotational shifts and rotational weekly offs.
• Hybrid/Office depending on business requirement.