Affluent Banking:Network Coverage - Service Relationship Manager

Job Description

Service Relationship Manager INTERNAL USAGE No. of Vacancies 1 Reports to BOSH Is a Team leader? No Team Size 0 Grade Business Affluent Banking Department Affluent Banking Sub - Department NA Location Per requirement About Affluent Banking Affluent Business caters to a segment of customers who are High Net Worth Individuals with a range of customizable offerings in wealth management, personal banking and business & lending solutions. It gives a highly personalized services with an expertise driven approach of an investment house with the great stability and immaculate execution. Affluent Business offer a gamut of different product offerings tailor-made to its customers with seamless touch-point About the Role The personnel at the branch responsible for superior customer experience for service requests. Handles service delivery for the branch channel for customers interacting/visiting the branch walk-in as well as voice based. The primary function of this role is to achieve the following: i. Overall Service quality objectives ii. Track customer Relationship management iii. Ensure that in branch customer experience is world class through seamless service delivery, minimal wait time & service desk & proactive customer engagement. iv. Cross Sell banking products to walk-ins and while calling. Key Responsibilities Primary Responsibilities i. Transaction processing as per defined process and guidelines. ii. Processing service request /instructions iii. Drive Quality initiatives on customer service. iv. Meet CSLM score of 90 % for Burgundy clients v. Ensure all legal, compliance, regulatory requirements are complied with. vi. Follows the engagement model prescribed by the bank for periodic interaction with the customers (eg:- self introduction calling, welcome calling, relationship calling) vii. Handling customer queries viii. Help drive service initiatives and cost control measures. ix. Attend all required/mandatory trainings. x. Ensure minimal Ops Errors. Secondary Responsibilities I. Process Implementation, mentoring & training of new joinees. Additional: Full adherence to compliance, legal and regulatory standards; satisfactory audit rating Qualifications Optimal qualification for success on the job is: Bachelors/ Masters Degree from a recognized Institute Role Proficiencies Strong client centric approach Should be compliance and controls centered Should be a good team player Cross sell ability #ComeAsYouAre We are dil se open. Women, LGBTQIA+ and PwD candidates of all ages are encouraged to apply