WBO:WBSU Customer Service Manager Trade & Forex

About WB Service Hub:

In order to deliver best in class customer service as also have better control on Wholesale Banking transactions, forms which include Corporate Current Account bulk servicing and CMS transactions, This will help in controlling the TAT/NFTRs on transaction delivery with better synergies with WTO Centralized Units. The primary aim is to improved customer experience, importance and contribution towards the organization, provide proactive service delivery in terms of Wholesale Banking (WB) Service and services covering CA/CMS businesses, provide best in class TATs coupled with significantly reduced NFTR levels on the entire gamut of Transactions and Service Requests in respect of the aforesaid lines of business. In order to deliver best in class customer service as also have better control on TAT/NFTRs on transaction delivery. The primary aim is to improve customer experience.

About the Role:

The WBS-CA_CSO is designated to offer an enhanced and differentiated service experience to Wholesale banking Client tele (WCG+ CBG segments). They will need to ensure prompt processing of service requests to deliver best in class customer service as also have better control on TAT/NFTRs on transaction delivery. The primary aim is to improve customer experience.

Key Responsibilities

Ensure Error Free Processing of CA_SRS pertaining to WCG and CBG customers, financial transactions (RTGS/NEFT/EPH/ESCROW Fund transfer) resulting in zero loss.

Ensure CA Opening within stipulated TAT, NFTR Control in CA service requests.

Deepen CA CDAB from mapped book/Branch

Process signature addition/deletion, DD/PO issuance and bulk payments within defined TAT.

Ensure Digital Adoption and penetration achievement of target (CIB and CMS).

Handle IPO/NFO/Right Issues, ensure transactions processed are compliant to external as well as internal guidelines.

Ensure Internal and External Audit handling

Responsible for controlling operational, compliance and financial risks involved in the day-to-day operation.

Handle complaints / investigation and resolution thereof within defined TAT, regulatory and other complaints, Court orders, Investigations from Govt. agencies, Other issues

Qualifications:

Optimal qualification for success on the job is:

Graduate/ MBA preferred

Additional Certificate course relate to Banking sector (if any)

Role Proficiencies:

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

Knowledge of banking products and services

Knowledge of regulatory guidelines and norms

Good communication (both verbal and written) skill in both English and the local language (preferred)

Ability to manage complex client situations

Ability to manage risk and uncertainty for self and team within a dynamic priority-setting environment

Ability to handle pressure and meet deadlines

#ComeAsYouAre We are dil se open. Women, LGBTQIA+ and PwD candidates of all ages are encouraged to apply