Officer, Embassy Service Manager, Consumer Banking Group

Key Accountabilities

• Embed service culture for all customer touchpoints particularly complaint resolution and client communication.

• Providing service to Embassy accounts and diplomats.
• Closely working with Embassy RMs on day to day basis.
• Take ownership and be accountable for all customer service requests / issues: updating CRM, end to end customer complaint journey management; first time resolution, doing things right the first time-
• Embed the service culture for all customer touchpoints particularly complaint resolution and client communication
• Ensure risk and governance factors of the branch are always monitored and addressed. Potential breaches must be highlighted immediately
• Increase customer satisfaction scores - Minimum CSS and Problem Resolution scores of 4.1 for the Cluster, brand awareness and customer preference indicators
• Support the CSOs (Client Service Officers) on daily BAU as per requirement
• Co-ordinate with support functions for ad-hoc banking related requirement received from clients
• Customer service lobby management (client walk-ins) Diplomats and Embassy bearers
• Maintain and grow relationships with each Treasure client by ensuring and establishing individual connect outside of CCM
• Account Opening and static data STP to be maintained at >80% or as per targets decided by Senior Management.
• Resolution of all branch requests and enquiry within stipulated TATs

Minimum 6-7 years of front line client experience with a leading bank or financial institution.

Education / Preferred Qualifications

• Graduate/Postgraduate

• Take ownership and be accountable for all customer issues: updating CRM, end to end customer complaint journey management; first time resolution, doing things right the first time-
• Embed the service culture for all customer touchpoints particularly complaint resolution and client communication
• Ensure risk and governance factors of the branch are always monitored and addressed. Potential breaches must be highlighted immediately
• Increase customer satisfaction scores - Minimum CSS and Problem Resolution scores of 4.1 for the Cluster, brand awareness and customer preference indicators
• Support the CSOs (Client Service Officers) on daily BAU as per requirement
• Co-ordinate with support functions for ad-hoc banking related requirement received from clients
• Customer service lobby management (client walk-ins) for Diplomat and Embassies
• Maintain and grow relationships with each Diplomat client by ensuring and establishing individual connect outside of CCM
• Account Opening and static data STP to be maintained at >80% or as per targets decided by Senior Management.
• Resolution of 95% of branch requests and enquiry within stipulated TATs
• Ensure resolution of 100% complaints within 1 day

• Should have knowledge on banking terminologies, branch banking processes, digital banking, UPI
• Should be well versed with MS -Office applications like WORD, EXCEL, POWER POINT

• Complete all pending risk reviews, CRM, AML, Re-KYC, EWSS & Surveillance alerts and ensuring no alerts remain over-due.
• Ensure all Embassy and Diplomat clients are given priority processing and attention
• Ensure timely closure of Deferrals taken within the stipulated timelines

• Performance through Value Based Propositions
• Ensure customer focus by delighting customers & reduce complaints
• Build pride and passion to protect, maintain and enhance DBS image and reputation
• Enhance knowledge base, build skill sets & develop competencies
• Execute at speed while maintaining error free operations
• Maintain the highest standards of honesty and integrity

Mumbai

Job:

Customer Service

Schedule:

Regular

Employee Status:

Full time