Customer Service Manager II

Job Summary

Responsible for leading a team of customer support representatives to deliver exceptional service, resolve complex inquiries, and build long-term client loyalty. The role oversees daily department operations, establishes performance metrics, implements quality assurance standards, and serves as a vital liaison between customers and executive leadership.

Key Responsibilities

• Lead, mentor, and manage the customer service team to ensure high standards of service delivery and operational efficiency.
• Oversee daily branch customer service operations, streamline workflows, and resolve complex or escalated customer issues.
• Establish and monitor key performance indicators (KPIs) and quality standards for customer satisfaction and service resolution.
• Act as a primary liaison between the customer base, branch management, and executive leadership to channel feedback and improve service offerings.
• Implement training programs, monitor staff performance, and ensure strict adherence to banking policies, compliance standards, and customer relationship protocols.

Educational Qualification & Experience Requirements

• Education: BA Degree in Accounting, Accounting & Finance, Banking & Finance, Business Management, Economics, Management, or a related field.
• Experience: Minimum of 7 years of overall experience in the banking industry, including at least 1 year in a leadership capacity such as Assistant Branch Manager, Customer Service Manager (CSM), Relationship Manager (RM), or an equivalent position.

Required Skills & Competencies

• Strong leadership, conflict resolution, and strategic communication capabilities.
• Required Skill Tags: Customer Relationship Management (CRM), team leadership, performance monitoring, issue resolution, and operational management.
• Desired Skill Tags: Banking procedures, client retention strategies, staff training, and service quality control.