Service Delivery Manager

Overall Job Description

• Services

1. Providing Seamless, Fast, Easy and Transparent services to clients on the Bank

2. Onboarding of new clients through welcome calling

3. Ensuring client engagement through activation of clients on Mobile app, net banking and other non-branch channels

4. Ensuring requests and queries of clients are resolved within defined TAT

5. Reducing complaint instance, and ensuring resolution of issues within defined TAT

6. Increasing the client stickiness to the bank by selling FD/ locker/ SIP, etc to the clients

7. Managing client servicing at the branch lobby and ensuring maximum client satisfaction

• Sales

1. Acquisition of new clients to the bank, and family accounts of existing clients

2. Engagement with customers to increase cross selling and reduce attrition of customers

3. Cross-selling of products - Debit Cards, Credit Cards, Insurance, SIPs, MF, FD, RD

• Operations

1. Understanding of different process (such as account opening, KYC Process, working on systems at IndusInd Bank)

2. Authorization & audit checks for all operation transactions

Handle following duties at Branch: Trade-Business related, Non-Trade related & General Banking operations related.