Regional Head - Affluent Service - Kolkata

Job Description

Role & responsibilities : Strategy and Planning Use Program & Channel enablers for: Seamless onboarding of NTB clients through Welcome calling and Channel activation Migrate mapped customers to self-help channels for seamless transactions Increase product penetration through curated client engagement plan Policies, Processes & Procedures Work in close coordination with Branch Leadership team to: Ensure 100% Client coverage & enhanced servicing by SRMs Ensure TAT adherence of Account Instructions, Account Opening, Complaints, Requests for the mapped clients Ensure efficient servicing of Affluent walk-in clients with no complaints Tracking & monitoring of the customer NPS scores of the SRMs People Management Lead and manage a team of Affluent Service Relationship Managers, ensuring high performance and adherence to service standards. Monitor & drive the team performance against Goalsheet KPIs, providing coaching & support to enhance results Recruitment and Training of Affluent Service Relationship Managers. OPERATING NETWORK :- 1. Affluent Zonal Head 2. Branch Banking Team (Branch Manager, Cluster Head, Regional Head) 3. Product / Program Teams 4. Operations Team 5. Marketing and Communications Team IT & Digital Transformation Team Education :- Masters or Bachelors Degree in Finance, Business or related fields Preferred: MBA Experience :- 7+years into Banking operations and customer servicing Preferred: including 3-4 years of Team Management Role