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Client Service Manager

2.00 to 7.00 Years   Mumbai City   28 Aug, 2023
Acura Solutions
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBFSI
Functional AreaOperations Management / Process AnalysisCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    Roles and ResponsibilityStrategy
    • Service Manager - Business Banking Unit.
    • Create a Service Culture and ensure a superior Service experience for our customers
    • S2B Domain Knowledge is a must to facility Digitization
    • Ensure Digitization - Migrate customers to online and automated platforms
    • Effective Complaint and escalation Management
    Business
    • Servicing the BB /HVSB /ME for their end to end banking requirements.
    • Ensure Digitization - Migrate customers to online and automated platforms (S2B, A2, Info-manager, E-alerts, E-statements etc)
    • Ensure Process Simplification and TAT adherence.
    • S2B Domain Knowledge is a must to facilitate Digitization
    Processes
    • Trade Processes: Coordinate with Trade Services for all queries relating to LCs, remittances, bank guarantees, Export Credit etc. Communicate disposal instructions to Trade/ Payments units
    • Non-trade activities such as fixed deposit, RTGS, tracking of customer statements, smooth processing of outward/inward remittances, static data updating, forex transactions, current account, lending accounts etc. Communicate disposal instructions to Trade/ Payments units
    • S2B domain and process knowledge
    • Increase scores of NPS and other customer satisfaction surveys
    • Migrating customers to right channels for various trade/cash requirements
    • Define seamless processes requiring minimal manual intervention
    • Work closely with the Service delivery teams to ensure excellent service to the Corporates. Liaison with all internal units to ensure SLA / TATs is maintained.
    • Review service gaps and process to meet customer expectation.
    • Handle Complaint/Escalation process
    People and Talent
    • Encourage team members to identify and drive opportunities to challenge status quo towards delivering the Banks vision and priorities
    Governance
    • Ensure good audit ratings in all internal/external audits, Group Audits.
    • Adherence to regulatory and internal guidelines
    • AML/CDD guidelines along with Group code of conduct
    • Ensure Audit awareness
    Regulatory & Business Conduct
    • Display exemplary conduct and live by the Groups Values and Code of Conduct.
    • Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
    • Lead the [country / business unit / function[team] to achieve the outcomes set out in the Banks Conduct Principles.
    • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
    Key Stakeholders
    • Sales team, CADM team, IMO, Payments team, Operations team, Products, Branch Banking and others

Keyskills :
complaint managementclient servicebusiness bankingbanking operations

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