Client Coverage Manager - SME ME

KEY RESPONSIBILITIES

Business

• Client service
• Ensuring quality service as customers expect
• Reduce the wait time and TAT for various service requests
• Providing right solutions to the customer
• End-to-end resolution of customer transactions/queries/complaints
• Effective management of customers services relating to trade and non trade activities
• Coordinate with Trade Services for all queries relating to LCs, remittances, bank guarantees, Export Credit etc
• Handling non trade activities such as fixed deposit, RTGS, tracking of customer statements, smooth processing of outward/inward remittances, static data updation, forex transactions, current account, lending accounts etc
• Communicate disposal instructions to Trade/ Payments units
• Develop strong internal escalation mechanisms
• Customer meetings and interactions
• Strong relationships with top customers through customer meetings
• Increase stickiness of the customers through continuous engagement through on-site / phone / email interactions
• Work along with business team to align services with business offerings
• Service delivery through other units
• To ensure strong service delivery through other units involved in the process chain such as Branch banking, Trade & payments desk, CRC, GSSC, IPC, CSG, Customer care unit etc
• Ensure that Service Level Agreements (SLAs) are adhered to for service delivery through different units as mentioned above
• Develop strong relationships at all levels with internal stakeholders in the units as mentioned above
• Conduct monthly review meetings with other units such as Trade/payments/branch banking
• Customer complaints and resolution

SKILLS AND EXPERIENCE

• Client servicing
• Communication skills
• Process knowledge
• Knowledge of credit & trade products

QUALIFICATIONS

• Min. Graduation
• Knowledge of trade finance and general banking
• Experience in managing lending clients
• Loan documentation and regulatory compliances