The Associate Manager – Customer Service & Digital Solutions supports the delivery of high-quality service operations within Community Banking, with a dual focus on customer service governance and digital enablement. The role is responsible for ensuring accurate and compliant processing of service requests, guiding Relationship Officers (ROs) and Relationship Managers (RMs) on documentation and submission standards, and enhancing customer adoption of digital banking solutions. The position plays a key role in improving operational efficiency, reducing turnaround time, and driving digital transformation across the Community Banking portfolio.
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Responsibilities
- Act as a checker/reviewer for all customer service requests prior to submission to ensure completeness, accuracy, and compliance with internal policies.
- Validate account opening documentation and other service-related submissions for nonprofit organizations and other institutional clients.
- Guide ROs and RMs on documentation, regulatory requirements, and submission procedures.
- Ensure service requests are processed within agreed SLAs and escalate exceptions where required.
- Step in to support resolution of complex or sensitive service issues and support complaint handling ensuring timely and satisfactory resolution.
- Monitor recurring errors and implement corrective guidance to improve quality of submissions.
- Act as the focal point for digital banking support within Community Banking.
- Guide clients through onboarding to digital platforms (e.g., online banking and other digital products).
- Assist customers in completing subscription forms of digital products and conduct training sessions and demonstrations for clients.
- Promote the adoption of digital channels to reduce manual transactions and improve client experience.
- Partner with RMs and ROs to ensure smooth execution of account opening and service-related processes.
- Ensure proper follow-up on pending submissions, KYC updates, and service requests.
- Identify workflow inefficiencies and recommend process enhancements.
- Ensure adherence to internal policies, operational standards, and regulatory requirements.
Requirements
- Bachelor’s degree in Business, Finance, Banking, or a related field.
- 7–10 years of experience in banking operations, digital onboarding, or relationship support.
- Strong experience in digital banking onboarding or corporate online banking support is preferred.
- Strong understanding of regulatory documentation requirements.
- Excellent communication and client training abilities.
- Customer-centric and solution-oriented approach.
