Branch Service Partner- Mumbai

Role & responsibilities

Account Opening & Maintenance: • Run the processes for account opening, account maintenance & account closure related formalities as per YBL process for Corporate clients. • Handle corporate customers enquiries and instructions, whilst ensuring that the Bank’s delivery standards are met in achieving total customer satisfaction. e.g. timely checking of account opening documentation, opening of accounts etc. •

Ensure adherence to process & documentation standards • Maintain strict vigilance on the quality of forms and documentation provided. •

Ensure timely follow up with Sales RMs of all BUs for resolution of any outstanding deferrals.

• Provide support to relationship managers & product sales managers for servicing corporate clients – attend to customer requirements, coordinate with back office operations & facilitate their transactions as required to ensure total customer satisfaction and ensure fault free servicing and transactions processing for corporate clients and services like trade,CMS,Escrow arrangements,BTI,payments etc

• Transactions Related: • Address all transaction related enquiries i.e. pre, during & post transaction processing & escalations. • Ensure strong monitoring of all transactions. • Assist in follow up on recoveries/dues from the customers- Monitor internal GL & keep reconciliation of accounts updated, Generate MIS reports as applicable • Service & Quality:

• To ensure that the highest quality service is provided to corporate customers.

• Ensure that adequate records & data pertaining to corporate customer queries and complaints are maintained for achieving greater process efficiency.

Coordinate with relationship managers and meet / interact with key clients on a periodic basis to stock take on service levels and customer satisfaction. • Implementation of 5S, ISO 9001:2000, Six Sigma standards & meet/exceed set quality parameters conforming to the standards.

• Responsible for offering complete financial solutions to D4 most demanding corporate clients including Trade finance services, cash management – BTI, Escrow, IWDW & other simple banking transactions.

•Provide interface to the channels for all the service quality related issues & Ensure timely escalation of issues impacting business and possible resolutions to address the concerns.

• Audit & Compliance:

• Ensure comprehensive compliance with all internal, regulatory and statutory requirements as relevant for various product and services from a branch perspective; • Attend to any audit findings and resolve them immediately as applicable • Others:

• Maintain highest levels of discipline (punctuality, attendance, grooming standards etc) in the office.

• Responsible for Branch upkeep & maintenance and control over the cost.

• Must be thorough with banking processes, regulations & guidelines across retail products.

• Comply with bank policies and procedures to ensure safety and security of bank's and customer's assets