WBO:GS_MWBC Customer Service Head

No of VacanciesReports toHead ServiceIs a Team leaderYTeam SizeGradeAVP/VPBusinessCorporate CentreDepartmentWholesale Banking OperationsSub-DepartmentLocationAbout Wholesale Banking OperationsThe wholesale banking operations department helps in managing the transaction in the banks Transaction Banking (TB) can be defined as the set of instruments and services that a bank offers to trading partners to financially support their reciprocal exchanges of goods (egtrade), monetary flows (eg, cash), or commercial papers (eg, exchanges)Trade Finance Center handles the imports & exports transactions such as BG, LC, Collections, Advance Remittances, Open Account Payments, Trade outward Remittances and routing of SWIFT messagesAbouttheRoleAs a part of the wholesale banking operations team, Customer Service Head is responsible for providing end-to-end service to fulfill the needs of existing as well as potential customers--------Reduce in the customer complaints over the base lineTimely closure of audit observations, error-free processing of transactions and complianceEnsure digital adoption (avg) across Credit Connect, TF Conect, Fx Connect, CIB, CMSConduct regular engagement with internal and external stakeholders and organizing customer meetsMonitor and review NFTR to remain within defined levels for - Current Account, CMS & Trade and Forex TransactionsMonitor and control loss due to frauds & operational risksReduce EDPMS/IDPMS/CPQs/Capital A/c pendency as per stipulated criteriaEnsure transactions processed are compliant to external as well as internal guidelinesAdhere to prescribed end to end TAT for customer centric transactions - Current account, CMS, Tade & Forex and SRs processingGuide and train the team member to manage activities efficiently and control attritionQualificationsGraduation/ MBA from a recognized universityRole ProficienciesA successful candidate should possess the following:Knowledge of banking regulations and normsMaintain a high level of knowledge of banking products and servicesGood communication (both verbal and written) skill in both English and the local languageAbility to handle pressure and meet deadlinesRelationship building skillsFor successful execution of the job