Job Description

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

1. Manage cash and non-cash transactions efficiently and accurately.
2. Handle customer requests related to cash withdrawals, deposits, demand drafts, and cheque processing.
3. Provide general banking information and resolve customer queries promptly.
4. Maintain high standards of speed and accuracy in all transactional processes.
5. Identify and promote cross-selling opportunities for other banking products and services.
6. Ensure a positive and professional customer experience to foster loyalty and referrals.