Job Title: Floor Coordinator Team Leader
Client: State Bank of India (SBI)
Department: Branch Operations / Customer Service
Reports To: Branch Manager / Operations Manager

Job Summary

The Floor Coordinator Team Leader is responsible for supervising and managing the floor coordinator team, ensuring smooth customer flow, high-quality service, and operational efficiency within the branch. The role combines leadership, mentoring, and hands-on coordination to optimize customer experience and staff performance.

Key Responsibilities

• Lead, supervise, and mentor a team of floor coordinators

• Allocate tasks and shifts to ensure efficient coverage of branch floor

• Monitor customer flow, manage queues, and reduce waiting times

• Ensure proper guidance of customers for banking services, form filling, and documentation

• Assist floor coordinators in handling senior citizens, differently-abled customers, and complex queries

• Support branch staff during peak hours or special drives (e.g., account opening, schemes)

• Ensure compliance with SBI service standards, operational procedures, and safety protocols

• Prepare and submit daily reports on customer flow, team performance, and operational issues

• Handle escalated customer complaints and ensure timely resolution

• Train new floor coordinators and conduct periodic refreshers for the team

• Coordinate with branch management for process improvements and feedback

Required Qualifications

• Minimum Graduate (HSC acceptable with relevant experience)

• Basic knowledge of banking operations, branch workflows, and customer service