Customer Service Manager – Atnago Branch

About the role

The Customer Service Manager for the Atnago Branch will lead the branch’s customer service team, ensuring high‑quality service delivery and supporting the bank’s growth objectives. This role oversees senior and junior officers, drives operational excellence, and maintains strong customer relationships.

Key responsibilities

• Directly supervise Senior Customer Service Officer (Cash) and Customer Service Officers (Maker/Checkers).
• Ensure consistent delivery of high service standards and monitor customer satisfaction metrics.
• Identify and pursue new business opportunities using market analysis tools such as PESTEL.
• Evaluate credit applications, assess borrower creditworthiness, and structure financing solutions in line with policies.
• Manage day‑to‑day branch operations including collections, payments, account opening, and cash management.
• Analyze customer data to inform cross‑selling and upselling strategies.
• Foster a culture of service excellence and coach team members for continuous improvement.

Required profile

• Bachelor’s degree in Business, Marketing, Management, Economics, IT or a related field.
• Minimum six years of relevant experience in banking or customer service management.
• Strong leadership, result‑driven mindset and ability to coach staff.
• Excellent relationship‑building and partnership engagement skills.
• Ability to assess and mitigate operational risks.

Required skills