Associate, Client Service Manager

Business Function

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Banks operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Requirements

Job Purpose

• Manage day to day transaction of Institutional Banking Group clients in Trade, Cash and Loans. Work closely with the client, Central Operations, Business unit, Branch, Bizcare India and other stake holders to ensure both transactional and non-transactional gets addressed and resolved. Drive metrics to ensure seamless servicing.

Key Accountabilities

• Client servicing and handholding of Trade, Cash, Loans FD, ETAX, IDEAL (Channel) and Static data. Incumbent would be the single point of contact for the client for all transactions.

Job Duties & Key Requirements

• Managing day to the transaction of trade, cash, loan, FD, ETAX, IDEAL (Channel) and Static data updation coordination for the IBG set of customers.

• Own the Customer Transaction end to end.

• Strengthen relationship with the various stake holders like branches, Relationship Managers and Strengthen internal teams to resolve all queries and issues promptly.

• Ensure that the self KPI s and KRI s are managed and maintained as per the group s expected standards.

• Ensure customer concerns and complaints are satisfactorily resolved within the committed timelines.

• Maximise customer satisfaction, retention by maintaining Top of the Class service standards in all client interactions (both internal clients and external clients).

• Minimum one client meeting in week to be done for MNC clients and covering maximum clients allocated to respective CSM

Required Experience / Competencies

• Should have working knowledge of various Trade Products related to Documentary Letters of Credit, Standby Letters of Credit, Bank Guarantee, Bank-to-Bank Reimbursements, Fund Transfer, and Swifts

• 7+ years of Work Experience in handling the Trade Finance, cash, and loan products.

• Excellent Client / Customer management skills, business orientation

• To manage processes and metrics on a day-to-day basis

• To provide proper guidance and support to the team as required, capability to identify areas of risk and ensure proper mitigates and controls are put in place.

• Well versed with RBI master directions

• High Emotional Intelligence required to connect with and help customers. Ability to think aloud and empathise with customers.

Education / Preferred Qualifications

• Graduate / Post-Graduate with relevant work experience in working in the Trade Finance Unit and handling of all the Trade Finance Products

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