Team Leader (Corporate Service Desk)

Team Leader Corporate Service Desk

The Team Leader for the Corporate Service Desk plays a pivotal role in ensuring that all Corporate and Business Banking customers receive the best in class service, adhering to industry standards. This position requires an individual who can manage a team of Service Officers, oversee email-based work processes, and deliver end-to-end solutions to customers. The role holder must possess a strong understanding of banking operations and regulatory guidelines, and is responsible for achieving efficiency in handling mailbox work bins and maintaining productivity and quality norms. The ideal candidate will be tasked with ensuring that all customer service requests are processed correctly and within the defined time frame, and will need to manage both internal and external audits to ensure compliance with regulatory and internal policies.

Key Responsibilities:

• Ensure SLAs for Corporate and Business Banking customers are met consistently.
• Manage customer inquiries and instructions, upholding the Bank’s service standards.
• Provide leadership, expertise, mentoring, and guidance to Service Officers.
• Process all customer requests received on the same day.
• Action and close all CRMs within the defined TAT.
• Track and report errors such as incorrect requests processed or repeat emails.
• Maintain periodic dashboards as per business requirements.
• Ensure adherence to internal and external audits, RCSA, compliance standards, and regulatory guidelines.
• Maintain record management process adherence.
• Ensure no operations loss and no income leakage.
• Adhere to Company Policies including HR, IT, data security, workplace safety, and confidentiality.
• Follow company’s Code of Conduct and applicable legal/regulatory requirements.
• Ensure compliance with standard operating processes for reporting, approvals, and project execution.
• Maintain accurate and timely records as per the approved documentation procedure.
• Ensure compliance with KYC, AML, PMLA, UIDAI, FEMA, RBI guidelines, and the Bank’s internal policies.
• Conduct due diligence and end-to-end verification for the account level modifications.
• Support audits by providing required documents and ensuring closure of audit gaps.
• Participate in recruitment and retention of quality officers.
• Prepare periodic MIS to provide feedback to top management.
• Work in rotational shifts and be flexible to work from home and office.
• Follow risk policy and processes to mitigate risks.
• Implement 5S standards in the centralized desk.
• Maintain strong vigilance on high-risk transactions and system validations.
• Ensure maker-checker controls and accurate posting of transactions.
• Adhere to BCP processes and ensure system and customer information security.

Qualification Criteria:

• Proven experience in a team leadership role.
• Strong knowledge of banking operations and regulatory guidelines.
• Excellent communication and interpersonal skills.
• Ability to manage and motivate a team of 10-15 Service Officers.
• Strong analytical and problem-solving skills.
• Proficiency in handling email-based customer service inquiries.
• Demonstrated ability to meet and exceed productivity and quality norms.
• Experience in conducting and supporting internal and external audits.
• Strong understanding of compliance standards and regulatory guidelines.
• Ability to work in rotational shifts and flexible to work from home and office.
• Strong sense of personal accountability and initiative.
• Positive energy and enthusiasm to foster a team environment.

Primary Skills:

• banking operations
• team management
• customer service

Key Skills:

• audit compliance
• process optimization
• risk management
• communication
• regulatory guidelines
• problem-solving
• record management
• shift work adaptability
• documentation
• teamwork