UCO Bank Introduces New Role of Floor Manager to Improve Customer Service

UCO Bank has introduced a new job role called Floor Manager across all its branches under the Chandigarh Zone, starting from July 11, 2025. This step has been taken to strengthen customer service and ensure that every customer visiting the branch receives timely support and leaves fully satisfied.

The Ministry of Finance has also taken up the issue of poor customer service several times. Now, almost all the public sector banks in India are working towards improving customer service and ambience of branch.

Key Responsibilities of UCO Bank Floor Manager

The Floor Manager will be the primary point of contact for customers inside the branch. Their main responsibility will be to make sure that customers are not left unattended and their concerns are addressed immediately. They will closely monitor the overall customer experience within the branch.

In addition to this, the Floor Manager will assist and guide customers by helping them navigate the branch, directing them to the appropriate counters or services, and providing them with the necessary information to ensure a smooth banking experience.

Another important role of the Floor Manager is to coordinate with other branch staff to solve customer-related issues quickly and efficiently. This coordination is important for maintaining a high standard of service and reducing customer waiting time.

The Floor Manager will also be responsible for collecting feedback from customers. This feedback will help the branch identify service gaps and areas for improvement. The observations will be shared with the Branch Manager for further action.

Teamwork is Crucial: UCO Bank

UCO Bank has highlighted that the success of this new role depends on the cooperation and support of all branch staff. The Floor Manager alone cannot bring about the desired improvements unless all employees work together. Without their support, the purpose of this initiative would be defeated.

Instructions to Branches

All branches under the Chandigarh Zone have been instructed to nominate one staff member as the Floor Manager. They must also clearly define the responsibilities of the selected person and ensure they understand the importance of their role. The aim is to align this effort with the bank’s broader vision of delivering high-quality customer service.

Focus on Customer Satisfaction

This move by UCO Bank reflects its strong commitment to customer satisfaction and operational excellence. By introducing the role of Floor Manager, the bank aims to enhance its service delivery, reduce customer complaints, and strengthen its reputation for outstanding service.