• Supervise day-to-day operations in the customer service department.• Respond to customer service issues in a timely manner.• Create effective customer service procedures, policies, and standards.• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.• Keeping a record of customer interaction and details of actions taken.

• Designated as “Product Champion” for the “SDB Lakdaru” product with overall responsibility as Product Planner, Driver & Administrator. • Directly reported to Head of Sales, contributing to the product development, upgrade and update to be competitive in the market.• Perform cost-benefit analysis, Profitability, BEP, etc and prepare product budgets – Short term & Long term (3-year product budget)• Conduct customer surveys, mystery shopping, competitor analysis, etc and analyze seasonal variations and fluctuations and take appropriate actions.• Manage and maintain product performance data for meaningful decision-making.• Monitor the product performance – including product penetration, no of accounts, target achievements, etc at branch level• Push for the achievement of the target for the product and prepare a comprehensive monthly performance report monthly.• Plan and deliver promotional programs (regional & branch wise), conduct awareness and training programs related to the product.• Assess and monitor the operational aspects of the product and maintain product profile.• Manage compliance, audit, and risk related to the product. Manage and monitor the customer complaint procedures of the product.• Manage and maintain product manuals, circulars, and other operational guidelines related to the product. This includes the administration of specification promotional campaigns such as gift schemes, scholarship programs, etc.• Liaise with regional and branch management to ensure smooth product performance.

• Assists manager in efforts to reach profit, performance, and customer service goals of the retail liability department.• Oversees retail liability services, especially customer service, to ensure excellence; contacts or assists customers and prospective customers.• Reviews and manages staffing procedures, ensuring that staff assignments and responsibilities are reasonable. • Coordinates communication with branch staff.

• Front office operations, Cash Operations, Pawning & SME operations. (All branch banking activities)

• Teller operations, OIC operations, Customer relationship management, Interaction with customers to develop the customer base and deposit base of the extension office, and all back-office activities.