RB-LS:Service RM

Managing Citi SKY Segment customers, ensuring swift handling of queries and concerns

HNI client engagement to ensure client satisfaction

Ensuring NIL presidential, Regulatory and ERU escalations for the portfolio assigned

Undertaking various initiatives to meet service deliverables and ensure a high level of engagement with the customer.

Coordination with the operations team effectively to ensure seamless execution of customer instructions.

Close monitoring and reduction of instruction INEXs (rejects)

Track and ensure complete control on daily service deliverables SLS/NSDL s/ RFI/referral queries.

• Handling of FCY remittance and close looping relevant queries

Working towards achieving a satisfactory audit rating.

Complete adherence to all KYC and AML policies

• Ensure that compliance issues are resolved with urgency and escalated a timely manner

Optimal qualification for success on the job is:

Graduate/ Post graduate from a recognized institute

4-7 years in a relevant role/ BFSI sector

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

Strong orientation to customer service

Strong interpersonal skills

Strong written and verbal communications skills

Be self-driven and enthusiastic

Product Knowledge

Ability to multitask and manage all facets of the job

Corporate Service Manager

- The Liability Sales department focuses on the liability acquisition, assets and retail forex business for the bank. The department drives business from 2700+ branches and is responsible for sourcing of retail and corporate deposits, salary and non-salary accounts, trust accounts and forex Business with a view to increase the retail book of the bank.

Act as a point of contact for various queries received from the point of contact/ Chief Decision makers from the corporate or directly from the account holders.

Provide assistance/ clarification to sales team in various operational and day today matters.

Life cycle manage of the corporate. Ensure information pertaining to company officials/ email id, phone numbers etc. maintained, are up to date.

Provide support during salary/ reimbursement processing and ensure that these clients use only online channels for processing these payments.

Monthly relationship calling to understand service gaps if any.

Conduct service desks at these corporate clients. Identify business and cross sell opportunities at these desks.

Persistently focus on the regular salary payments in NTB accounts.

Handling of customer instructions collected by the Bankers. Ensuring first pass yield in processing instructions.

Review of accounts moving to corporate to retail status due to non-receipt of salary for last 3 consecutive months.

Ensuring that all regulatory, statutory & compliance deliverables /standards are met.

Timely reporting and closure on WAU, NSDL s, RFI etc.

Working towards achieving a satisfactory audit rating.

Complete adherence to all KYC and AML policies

Ensure that compliance issues are resolved with urgency and escalated a timely manner

Optimal qualification for success on the job is:

Graduate/ Post graduate from a recognized institute

4-7 years in a relevant role/ BFSI sector

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

Strong orientation to customer service

Strong interpersonal skills

Strong written and verbal communications skills

Be self-driven and enthusiastic

Product Knowledge

Ability to multitask and manage all facets of the job

Business / Transactional Activities:

The individual will be responsible in managing client service for entire Corporate Salary and Emerging Affluent (SKY) segment.

Corporate Salary business largely covers corporate companies, salaried employees & retail customers (migrated from Salary to Retail), including accounts managed by SKY RMs.

Meeting Key Decision Makers (KDMs)/ SPOCs at key Corporates to strengthen the relationship and ensure seamless experience from overall banking perspective for their employees.

Tracking KDM account flagging as VIP for preferential Service levels at Service touch points and Relationship enhancement.

Analyzing Salary data in Retail book, to bring retail accounts under corporate umbrella.

Review of client complaints data to understand process gaps and identifying solutions to fix customer pain points.

Proactive communication to Corporate KDMs/ SPOCs on bank-initiated punitive actions on their employee accounts.

Individual is responsible for handling Management Desk complaints, tracking Service Level indicators such as Client Obsession and Net Promoter Score (NPS), ensuring high productivity and continuous improvements on our Client Satisfaction levels.

Responsible to keep track on value and volume of salary uploads processed through various modes for Corporate Salary accounts.

Drive Initiatives/ Re-engineering of existing processes for the Corporate Salary Segment

Tracking and reporting key vital Service metrics to management

Track Salary credits within stipulated time 30 60 days for all new corporate accounts, and closely work with Sales team to focus on account funding.

Monitor account movement from one corporate to another owing to job change

Focus on Client retention, deeper engagement with Super Cat A corporates to increase client growth

Create and develop analyses to help business recognize challenges, identify opportunities and build solutions to improve the overall customer experience

Responsible for deep dive and trends analysis for complaints related work groups

Track to grow Savings Balance sheet for the business through referrals for New to Bank (NTB) customers

Tracking submission of KYC documents to avoid adverse impact to clients, due to regulatory restrictions.

People Management:

Lead the team to meet business objectives by developing talent

Accountable for Performance / Productivity of the team along with their career progression and cross product training.

Employee VOE, address people issues, effective on-boarding and training

Mentoring the team with clear and specific goals, expectations and to be able to create business opportunities for the business.

Ensure overall units attrition is within the prescribed levels

Vendor Management:

Managing Vendor Relationship, for client onboarding calling.

Tracking Vendor calling quality MoM, through call reviews

Ensuring all the InfoSec controls are followed at Vendor premises, without any deviations

Ensuring all review requirements are tracked and completed within timelines.

Tracking timely submission of Vendor control check points for successful Internal audit.

Controls and Compliance:

Ensuring strong focus on applicable regulations and compliance

All operational risks to be assessed and mitigated, and control/ audit issues actively managed to resolution

Effective escalation procedures to raise potential reputational risks and franchise issues

Maintain a robust COB plan for the unit, monitoring and management of risk and control functions

Manage planning, execution, and reporting of compliance reviews to respective units

Ensure smooth functioning of Third Party Vendors, with all audit trails as applicable

Assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and its clients by driving compliance with applicable laws, rules and regulations.

Timely escalation, managing and reporting control issues with transparency

Ensure full compliance to regulatory / AML/ KYC requirements whilst managing customer expectations

Complete all relevant trainings & certifications for self and team before the due date

Optimal qualification for success on the job is:

Graduate/ Post graduate from a recognized institute

10-15 years in a relevant role/ BFSI sector

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

Ability to build connections, promote ideas and work collaboratively across all levels

Strong Project Management skills with continuous effort to identify and overcome bottlenecks

Well organized with excellent time management skills

7-10+ years of experience in a related role

Experience in a related role in business, functional and people management