Client Service Manager

Job ID: 44100

Location: Trivandrum, IN

Area of interest: Retail Banking

Job type: Regular Employee

Work style: Office Working

Opening date: 13 Nov 2025

• Ensure high level of customer service and manage difficult customer situations.
• Ensure resolution of all complaints received for branches through COMMAND.
• Gather/prepare statistics for service quality and productivity indicators
• Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
• Find ways to improve operational efficiency and control costs to meet cost budgets
• Ensure transactions are processed with a high level of accuracy and commitment within standard turnaround time to satisfy customer needs
• Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below benchmark, sustain and better-quality service
• Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints
• Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
• Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities
• Responsible for general reconciliation and control activities
• Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guidelines
• Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff
• Contribute to branch performance through referrals, efficient customer service, effective operations controls
• He/she is aware of bank’s Mis-selling & Sales Policies and ensure adherence all the time.
• Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.
• Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance

• Postgraduate, consistent academic career
• Extensive sales experience (2 to 5 years)
• Sales focused and highly target oriented
• Able to pick up new concepts quickly
• Able and excited about going out to meet new customers
• Competitive awareness & benchmarking
• Excellent communication, interpersonal & relationship building skills
• Banking knowledge
• Management Information Skills
• Good Interpersonal Skills

• Diligent & Punctual
• Knowledgeable about the role
• Certified with relevant courses
• Confident
• Fluent in Language
• Banking Exposure
• Management Information Skills
• Good Interpersonal Skills
• Customer and Service Oriented

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.