Insignia Service Manager

Job Description Insignia Service Manager

1. Attend to queries and service issues of preferred customers at the branch

2. Adherence to Complaint Management guidelines, TAT and escalation matrix. At least 98% complaints must be resolved within TAT

3. All customer requests, queries and complaints should be routed through Service First and actioned on priority. No customer requests, queries and complaints should be left unattended or pending overnight if the same is complete in all respect.

4. Be up-to-date with knowledge on products, services and processes, KYC/AML requirements, escalation matrix &TATs etc. to be able to service customers efficiently with required details

5. Adherence to;

a. Customer service etiquettes,

b. Dress code

c. Availability at the customer service desk 15 minutes before start of customer hours

d. Clean desk policy

e. Hygiene and ambiance standards at the branch

6. Present a professional and organized approach in interaction with customers; provide complete and correct information to customers in the first instance. FTR for customer requests and queries should be above 98%

7. Manage the record of complaints in the complaint register/file and handle first level of complaint escalations at the branch

8. No escalation to Banking Ombudsman and senior management due to inefficient management of customer matters/complaints

9. Nil adverse comments in internal Service Audits and audits conducted by regulators on customer service

10. Adherence to the BCSBI and other regulatory guidelines on customer service, provided from time to time

11. No amounts to remain pending and un-actioned in the NOC pooling account and sundry liabilities account for want of customer communication and timely action on customer instructions

12. All deferrals and exceptions sought should be regularized within given timelines

13. Ensure prompt action on regulatory queries and complaints (complaints from BO & RBI) as per laid down guidelines. No breach of deadlines on regulatory responses

14. Ensure to hold customer service committee meetings in absence of the BCSM and share the report as per prescribed guidelines

15. Ensure active usage of R Connect for onboarding and recording of all customer engagements /interactions

16. Enhance the mapped relationship value as per target

17. Carry out migration to alternate channels, electronic modes of payments and other services offered by the Bank. At least 90% customers should have registered email IDs and at least 75% customers should be active on usage of internet banking

18. Identify and cross sell products of the Bank, LI, GI, TD, CASA, SIP, Asset & other liability products and achieve specified cross sell business target

Interested candidate can shared their resumes on [email removed]