Service Relationship Manager

Role & responsibilities

• Support in managing all Affluent Banking sales and service activities for the assigned location/s
• Provide complete and comprehensive information to customers about Bank products, services and ensure best services are provided to them
• Analyse and have thorough understanding of clients cash, capital and investment needs
• Manage and improve the customer journey to create a superior customer experience
• Ensure customer onboarding is seamless and monitor the performance of client accounts and suggest ways to improve returns.
• Ensure appropriate control framework is in place and operations risk are properly managed within established regulatory guidelines set by the Bank.
• Ensure branch / lobby meets the audit, compliance regulatory requirements.
• Drive digital activation for clients
• Collaborate with stakeholder, other departments and functions to provide best-in-class products and service offerings to the customer
• Manage service delivery and transaction completion within stipulated TAT to prevent customer complaints
• Cross-sell to eligible clients to improve product penetration
• Ability to mentor and guide a team of Service Relationship Managers

Preferred candidate profile:

• Excellent communication and interpersonal skills
• Proven track record of driving par excellence customer service experience for HNI customers in Banking
• Comfortable working in a fast paced and dynamic environment
• Prior experience in managing a team is preferred