Personal Banker-Inbound BRANCH BANKING 0466 6453 1001935

Assistant Manager (M1) – Kotak Mahindra Bank Job Title Assistant Manager Grade M1 Function Retail Banking / Branch Banking Operations & Sales Reporting To Branch Operations Manager / Branch Manager Job Purpose To support branch operations, deliver superior customer service, ensure compliance with bank policies, and contribute to business growth through cross-selling of banking products and services. Key Responsibilities Branch Operations • Handle day-to-day branch operations and customer service activities. • Ensure smooth processing of account opening, maintenance requests, and transaction servicing. • Monitor operational controls and adherence to internal processes. • Support cash, clearing, and transaction-related activities as per branch requirements. Customer Service • Resolve customer queries and complaints within defined timelines. • Deliver a high-quality customer experience across all touchpoints. • Ensure prompt turnaround time for customer requests. Business Development • Cross-sell CASA, Fixed Deposits, Insurance, Investment, and other banking products. • Identify opportunities to deepen customer relationships. • Support achievement of branch business targets. Compliance & Risk Management • Ensure adherence to KYC, AML, audit, and regulatory requirements. • Maintain operational risk controls and compliance standards. • Assist in closure of audit observations and process gaps. Team Coordination • Coordinate with internal departments for customer servicing and issue resolution. • Support branch leadership in achieving operational excellence. Key Performance Indicators (KPIs) • Customer satisfaction scores. • Error-free transaction processing. • Compliance and audit scores. • Cross-sell and business revenue contribution. • Service turnaround time (TAT). • Productivity and operational efficiency. Eligibility Criteria Educational Qualification • Graduate in any discipline. • MBA/PGDM preferred. Experience • 1-4 years of experience in Banking Operations, Customer Service, Branch Banking, or Retail Banking Sales. Skills Required • Customer relationship management. • Banking operations knowledge. • Sales and cross-selling skills. • Communication and interpersonal skills. • Problem-solving and analytical ability. • Knowledge of banking regulations and compliance. Core Competencies • Customer Focus • Operational Excellence • Teamwork • Result Orientation • Compliance Awareness • Attention to Detail • Manage cash and non-cash transactions efficiently and accurately. • Handle customer requests related to cash withdrawals, deposits, demand drafts, and cheque processing. • Provide general banking information and resolve customer queries promptly. • Maintain high standards of speed and accuracy in all transactional processes. • Identify and promote cross-selling opportunities for other banking products and services. • Ensure a positive and professional customer experience to foster loyalty and referrals.