Assistant Manager - VIP Servicing

Role Purpose

Responsible for VIP Servicing by managing Card account of VIP, Execution/resolution of VIP Cases on utmost Priority, RM based Preemptive exceptional base priority services.

Role Accountability

1. Ensure Wing-to-Wing Resolutions of all VIP cases with utmost accuracy and delivering best in class service
2. Manage VIP Preemptive Servicing through effective Onboarding/Card & Statement delivery, Real Time automated transaction Decline curing (RADAR), Payments & Charges, Collection receivables/KYC renewal fulfilment as per RBI guidelines, Reinstatement/Activation of Card Account, monitoring of SR, End to End mapping of services
3. Adhere to productivity, reactive and proactive TAT, quality standards, process metrics as per SOP, Credit policies, maker-checker process 
4. Function as a Relationship Manager for each VVIP account and ensure proactive account-level management, seamless transaction of routine services, and regular connects with the clients
5. Perform RCA for chronic issues /Process improvements by initiating projects aiming enhanced service delivery to VIPs, productivity enhancement and better quality
6. Ensure Critical account level tasks are done properly which are Reinstatement of account, Credit limit increase (audit item), approving& Verifying KYC documents for change of contact. Card flipping/upgrade, Reward points reinstatement, Change of billing cycle, change of statement mode on Vision+, Reissue/replacement of cards. Risk/Pricing/product deviation for retention of VIPs, VIP application curing
7. Maintain data for audits of processes and sub-processes and liaise with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process 
8. Ensure process documentation and compliance adherence