Service Delivery Manager

Job Details

• Company: RBL Bank Ltd
• Job Title: Service Delivery Manager (SDM)
• Job ID: RBL_SDM_1623012
• Location: Kochi, Ernakulam, Kerala, India
• Job Type: Full Time
• Department: Branch Operations & Customer Service
• Experience Level: Mid / Experienced Professional

Key Responsibilities 

• Lead branch service delivery and operations in alignment with RBL Bank standards, ensuring smooth processes and excellent customer experience.
• Monitor daily operational metrics, including pending tasks, customer requests, compliance issues, and turnaround times.
• Ensure risk mitigation, audit compliance, and internal controls adherence, including surprise checks and RBI audit readiness.
• Manage branch profitability, including cost optimization and service charge recovery targets.
• Coordinate with cross-functional teams for manpower planning, training needs, and capability building.
• Drive customer satisfaction initiatives, service quality benchmarks, and lobby experience standards.
• Supervise cash handling, compliance checks, and operational workflows to maintain service standards.

Skills & Qualifications (General SDM Requirements)

• Education: Graduate or post-graduate degree from a recognized university
• Experience: Typically 3–8 years in banking operations, branch service management, or customer service leadership
• Skills:
  • Strong operational leadership and risk control
  • Excellent customer service focus
  • Knowledge of banking compliance and audit processes
  • Ability to drive performance metrics and team collaboration

About RBL Bank

RBL Bank Ltd is a leading private sector bank in India, offering a broad range of banking and financial services across retail, SME, corporate, and digital channels. The bank fosters a collaborative culture focused on innovation and customer experience.

Apply Now

👉 Official Application Link:
https://rblcareers.peoplestrong.com/job/detail/RBL_SDM_1623012

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