AVP, Client Service Manager, Team Lead, Operations

Job Description

Business Function Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Banks operational processes and inspire to delight our business partners through our multiple banking delivery channels. Job Purpose To provide leadership to a team of Customer Service Managers (CSM) responsible for customer servicing of Trade, Payments and Loans transactions. Key Requirements: Key Accountabilities Responsible for ensuring that the Customer servicing requirements of Trade, Payments and Loans transactions are handled seamlessly ensuring superior customer experience. Job Duties & Responsibilities Providing leadership to a team of Customer service Managers responsible for customer servicing for Top Tier customers. Service reviews with the client, BU (IBG, GTS) and other SU (Branch, Ops etc.) Regular Service review Meeting with clients to get first hand update about the client feedback on servicing, identify pain points, action items & track to delivery for improvement in customer service. Ensuring proper queue management with minimal / nil ageing transactions pending in the queue. People Management. Required Experience Minimum 10 years experience in Transaction banking (Trade, Payments & Loans) with responsibility for operations & client servicing. Client Servicing experience is a must. Education / Preferred Qualifications Graduate with Commerce background preferred. Post Graduation with specialization in Finance will be an added advantage. Core Competencies Complete knowledge of end-to-end process flow of Trade, Payments, Loans transactions. Knowledge of RBI and related regulations. Knowledge of customer pain points, customer servicing requirements in the Trade, Payments, and loans business. Ability to identify pain points & work with various internal stakeholders in streamlining the transaction journey for the customer, thus improving customer experience. Customer friendly / customer experience focussed approach Technical Competencies Knowledge of RBI regulations & related regulatory / ICC guidelines relating to the Trade, Loans & Payments Customer Servicing skills. People Management skills. Work Relationship The role would need close working / discussions / interactions with BU (Business Unit) IBG & GTS, T&M & SU (Support Unit) Central Operations, Branch Operations. The role would also involve discussions / interactions / meetings with the end customers. -en