Service Relationship Manager- Commercial Banking

Role & responsibilities

Customer Service & Relationship Management

• Serve as the primary service point of contact for commercial banking customers for day-to-day account servicing, transactions and documentation needs.
• Build and maintain strong relationships with the commercial banking clients to ensure high levels of customer satisfaction and retention.
• Proactively engage with customers to understand banking needs and coordinate with Relationship Managers/Sales teams to identify cross-sell and up-sell opportunities.
• Conduct periodic service reviews and courtesy calls with key accounts, as per business requirements and guidance.

Query, Complaint & Escalation Management

• Own resolution of customer queries, service requests and complaints within defined TAT, ensuring adherence to RBI, Board approved policies and internal escalation-matrix guidelines.
• Liaise with Operations, Credit, Trade Finance, Cash Management and Digital Banking teams to resolve complex account, transaction or documentation issues.
• Track root causes of recurring complaints and drive process improvements to reduce escalations.

Operations, Compliance & Risk

• Monitor turnaround times, service-quality metrics and audit/compliance checklists.

Team & Stakeholder Coordination

• Coordinate with various internal stakeholders and teams to ensure smooth onboarding and servicing of commercial banking clients.
• Closely work and liaise with business and product teams on service protocols, product and new improvements and enhancements happening in the commercial banking vertical.

Preferred candidate profile

Skills & Competencies
• Strong understanding of commercial banking products current accounts, trade finance, cash management, working capital and MSME lending.
• Excellent communication, interpersonal and client-relationship management skills.
• Strong problem-solving orientation with the ability to manage escalations calmly and effectively.
• Comfort with digital banking platforms, CRM tools and MIS reporting.

MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Minimum of 3 years of experience in grievance management, customer service, or a related field within the banking or financial services industry.
• Knowledge of banking regulations and compliance requirements pertaining to customer grievances.
• Excellent communication skills, both written and verbal.
• Demonstrated ability to work independently and manage multiple priorities effectively in a fast-paced environment.

Total Experience

4 - 10 years of experience in commercial/ SME banking, customer service or branch banking operations, preferably with a bank or NBFC.

• Prior experience handling Commercial or SME or Trade Finance customers is strongly preferred.

NOTE- ONLY MUMBAI CANDIDATE ARE ELIGIBLE

Location- Navi Mumbai