RB - Burgundy Private: Service Lead

� Ensuring end to end client experience enhancement - Build the right set of processes for ensuring seamless transaction execution for Burgundy Private clients.

� NPS to be best in class � 76% target for service team - Ensure creation and dissemination of� client experience survey for Burgundy Private clients.

� Process enhancements for better service efficiency - Create optimal TATs for client onboarding and service requests for Burgundy Private

� Hiring - Identify, acquire and train the right resources in the Service Partners� team across key locations.

� Budget allocation - Ensure optimal coverage of Burgundy Private Service Partners in terms of the right level of mapping at the Partner and Clients (Families) level.

� Team structure - Mobilizing Service Lead role to ensure better productivity across locations with enhanced customer and team management

� Adhering to bank compliance requirements

� Ensuring team alignment for bank compliance

� Encouraging best practices in the team to ensure compliance adherence

Optimal qualification for success on the job is:

� Graduate or Post Graduate.

� 10+ yrs of work experience in NBFC sector.

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For successful execution of the job, a candidate should possess the following:

� Knowledge of Banking & Investment products & services

� Delivering the firm- pit the client at the heart of our business and deliver joined up services and solutions aligned to the customer�s need

� Achieve the operational standards for the business and work within agreed procedures and guidelines displaying high level of integrity at all times

� Coordinate with cross functional team to manage the TAT and customer experience

� Provides Support to Affluent RMs

Abilities

� Ability to work effectively across functions

� Ability to prioritize and make decisions in a fast-paced environment

� Ability to work as a part of team and contribute towards team goals

� �Ability to manage multiple tasks/projects and deadlines simultaneously