Assistant Branch Manager - Inbound

Kotak Mahindra Bank is seeking a forward-thinking Assistant Branch Manager - Inbound in Hyderabad to lead with integrity and deliver exceptional customer experiences. This role blends operational excellence with strategic customer engagement to strengthen our inbound service standards, drive sales opportunities, and support branch growth in a dynamic financial environment.

Responsibilities

Coordinate daily branch operations to ensure accurate cash handling, secure transactions, and regulatory compliance with the bank's policies.

Lead inbound customer service efforts by resolving complex inquiries, guiding frontline staff, and elevating satisfaction scores through proactive issue resolution.

Oversee account opening, documentation validation, and adherence to KYC standards to protect customers and the organization.

Mentor and supervise tellers and service associates to foster a high-performance team and consistent service delivery.

Monitor inbound sales opportunities and execute corrective actions to meet cross-sell targets while safeguarding customer interests.

Coordinate risk management activities, including fraud prevention, suspicious activity reporting, and maintenance of secure work practices.

Prepare and analyze daily branch performance metrics to identify trends, risks, and opportunities for improvement.

Collaborate with the retail banking head to implement inbound service enhancements and process improvements across the branch.

Manage inventory of cash, safe deposits, and teller drawers to ensure accuracy and timely replenishment.

Assist in budgeting and expense management to optimize branch profitability and efficiency.

Seek customer feedback through surveys and direct interactions to refine service standards and drive loyalty.

Kotak Mahindra Bank is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.