Service Relationship Manager - Bank

Job Summary:

The Service Relationship Manager (SRM) is responsible for ensuring superior end-to-end service delivery to wealth clients. Acting as a key support to the Relationship Manager (RM), the SRM plays a critical role in managing client engagement, fulfilling transactional and service-related requirements, and maintaining continuity during RM absence or transition periods.

Key Responsibilities:

Superior Service Delivery:

• Act as the primary service contact for all banking and investment-related requirements of mapped clients.
• Ensure First Time Right execution of all internal and external processes for seamless service delivery.
• Take complete ownership of coordinating and closing service and transactional requests.
• Provide clients with product and process-level expertise to ensure service standards are consistently met.

RM Service Support:

• Act as the key service anchor to support RM functions when they are out for sales activities or unavailable.
• Maintain continuity of client service engagement during RM's leave, resignation, or attrition gap period.
• Ensure uninterrupted client experience and engagement, especially in high-risk scenarios where RMs transition to competitor institutions.
• Safeguard client relationships by proactively managing service expectations and resolving issues swiftly.