15.0 - 20.0 years

15 - 20 Lacs

Mumbai, Maharashtra, India

On-site

Provide Service and Operations support to the branch customers of the region. Ensure that DB standards with respect to Customer Service, Compliance, Operations and Corporate Security are adhered to. Ensure total compliance of all regulatory and compliance guidelines (both internal and external). Single point contact for Branch Operations and Service of the region. Operations Representative at the region Your key responsibilities Supervise all Branch Customer service related activities at the region. Ensure that all branch transactions are processed accurately and timely. Responsible for maintaining customer complaints/request records at the branches. Responsible for Overall Customer Service at the branch. Measured through: Customer complaints pertains to the branch. Service Request Pending. Other source of information such as customer service survey. Business Support: Source leads/referrals from walk-in/existing customers and minimize time lag between referral & closure of business. Ensure achievement as per Service Score Card on deepening the non qualified customers through customer contact management. Structured service call for all the new to bank customers and qualified/non qualified customer base. Operations and Controls: Manage all operations related activities at the region Gate keeping for account opening, Demat account opening, Insurance and Investment forms. Suspense Account Monitoring. Daily Report Monitoring. KYC Regularization and KYC Renewal monitoring. Minimize /control Ops Loss. Conduct training for Sales/Frontline staff on KYC and other key operational processes. Dissimilation of Key Operational circulars to the front office staff. Responsible for ensuring Fee/Charges from customers are levied for transactions processed at the branches and any exceptions are reported. Ensure satisfactory audit rating in all internal as well as external audits. Ensure that all branch transactions are processed accurately and timely. Training and Development of Operations and Service Resources Ensure proper tracking, responses and closures of all Customer Complaints within the committed TAT's. Your skills and experience Should have an experience of at least 15 years in the Banking Industry wrt to Customer Service and Banking operations Should possess the skill sets to handle customer queries and complaint resolution and keep upto customer commitments Should be well versed knowledge on Banking processes pertaining to day to day operations and rules Strong inter-personal skills and leadership ability, which encourages and promotes enthusiasm and team spirit

Posted 6 days ago

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