Job Description
Service Relationship Manager
• INTERNAL USAGE:
• No. of Vacancies:
- 1Reports to:
- Branch HeadIs a Team leader?
- NoTeam Size:
- 0Grade:
- AVP, VPBusiness:
- Affluent BankingDepartment:- Affluent BankingSub
• Department:
- NALocation:
- Per requirementAbout Affluent Banking
- Affluent Business caters to a segment of customers who are High Net Worth Individuals with a range of customizable offerings in wealth management, personal banking and business & lending solutions. It gives a highly personalized services with an expertise driven approach of an investment house with the great stability and immaculate execution. Affluent Business offer a gamut of different product offerings tailor-made to its customers with seamless touch-pointAbout
•
• the
•
• Role
Branch Operations and Service Head of a branch responsible for customer service and administration of a branch. Has oversight of the service team to ensure requisite service delivery (walk-ins as well as voice based), premises upkeep, controls, processes and expenses at the branch are effectively managed. The primary goal of this function is to achieve overall service & quality objectives stated by the business, including the customer satisfaction scores. Further, the incumbent needs to ensure that the branch complies with all local & Citigroup guidelines from a process & control standpoint. To enhance image as a good corporate citizen. The branch service team including service managers, CSR, cash officers, greeter and operation unit reports into the BOSHKey Responsibilities
- Position Responsibilities_Primary Responsibilities_
- Manage the level of service quality to ensure high quality customer satisfaction with all aspects at branch banking:
- I. Ensuring that CSLM scores are achieved.- II. Tracking service indicators- III. Ensuring superior customer branch walk-in/voice based experience.- IV. Drive service initiatives.- V. Customer complaints are sensitively handled as per the prescribed guideline.- VI. Supporting other branches within the city & new branches in the region to provide seamless service._Process Improvement_
- I. Tracking Problem Incidences- II. Reviewing/Streamlining processes- III. Reducing cycle time_Controls & Compliance_: Ensure a high standard on compliance & controls in the branch- I. Transaction processing as per defined process and guidelines.- II. Ensure all regulatory guidelines, process changes and control requirement are communicated to the team.- III. Ensuring that all regulatory, statutory & compliance standards are met.- IV. Focusing on self assessment of branch transactions/processes- V. Complying with the escalation process on TOD
- s.- VI. Entitlement reviews and authorization.- VII. Working towards achieving a satisfactory audit rating.- People: Maintain a high level of employee morale & satisfaction.- I. Provide strong service culture to improve service quality & create superior customer service- _
- II._
- _Enhance employee skills through training- _Expenses monitoring:_ Tracking branch expenses to ensure prudent expense management.
- I.Reinforcing the importance of expense management within the team- _
- II._ Ensuring that each person works towards expense controls in their respective work areas.- Branch administration
- Designated as the safety officer for the branch ensuring that branch upkeep & security is maintained- ATM operations
- ATM related activities supported by Vendor.- In addition to the above the incumbent would be required to maintain and build on
- working relationships with other branches : Sales team; Branch operations ; CCU ; Clearing; Citiphones; Product; Technology; Control & Compliance Unit; Training Unit; HR; Quality; Credit; Vendors; CRSDecision Making: The incumbent would also have critical Decision Making Authority related to:
- I.Customer: PI
- s, service charges, TOD
- s, resolving any service issue, generating sales through service.- II.Implementing controls at the CSR counter for all financial transactions.- III.Reviewing/streamlining processes in the branch through QSA, escalation to seniors.- IV.Monitoring a service/relationship calling plan for new/existing customers.- V.Managing branch administration- VI.Job rotation- VII.Performance appraisals of the team- VIII. Vendor selection & managing existing vendorsTotal No. of Staff / Employees Supervised: Branch Service team including CSRs, SMs, Cash Officer, Greeter, OICs etc.Individual Responsibilities:
- tasks to be performed on an individual basis without involving subordinates_
- Representing business as a service champion at different forums such as a SQ, service committee meetings, tech enhancement programs, product development.
- Managing key customer relationships in the Bank.
- Direct & close coordination with different units.
- Job rotation
- Review of processes/PI.
- Performance Appraisals
- Entitlement reviews and authorization.
•
• Qualifi
• INTERNAL USAGE:
• No. of Vacancies:
- 1Reports to:
- Branch HeadIs a Team leader?
- NoTeam Size:
- 0Grade:
- AVP, VPBusiness:
- Affluent BankingDepartment:- Affluent BankingSub
• Department:
- NALocation:
- Per requirementAbout Affluent Banking
- Affluent Business caters to a segment of customers who are High Net Worth Individuals with a range of customizable offerings in wealth management, personal banking and business & lending solutions. It gives a highly personalized services with an expertise driven approach of an investment house with the great stability and immaculate execution. Affluent Business offer a gamut of different product offerings tailor-made to its customers with seamless touch-pointAbout
•
• the
•
• Role
Branch Operations and Service Head of a branch responsible for customer service and administration of a branch. Has oversight of the service team to ensure requisite service delivery (walk-ins as well as voice based), premises upkeep, controls, processes and expenses at the branch are effectively managed. The primary goal of this function is to achieve overall service & quality objectives stated by the business, including the customer satisfaction scores. Further, the incumbent needs to ensure that the branch complies with all local & Citigroup guidelines from a process & control standpoint. To enhance image as a good corporate citizen. The branch service team including service managers, CSR, cash officers, greeter and operation unit reports into the BOSHKey Responsibilities
- Position Responsibilities_Primary Responsibilities_
- Manage the level of service quality to ensure high quality customer satisfaction with all aspects at branch banking:
- I. Ensuring that CSLM scores are achieved.- II. Tracking service indicators- III. Ensuring superior customer branch walk-in/voice based experience.- IV. Drive service initiatives.- V. Customer complaints are sensitively handled as per the prescribed guideline.- VI. Supporting other branches within the city & new branches in the region to provide seamless service._Process Improvement_
- I. Tracking Problem Incidences- II. Reviewing/Streamlining processes- III. Reducing cycle time_Controls & Compliance_: Ensure a high standard on compliance & controls in the branch- I. Transaction processing as per defined process and guidelines.- II. Ensure all regulatory guidelines, process changes and control requirement are communicated to the team.- III. Ensuring that all regulatory, statutory & compliance standards are met.- IV. Focusing on self assessment of branch transactions/processes- V. Complying with the escalation process on TOD
- s.- VI. Entitlement reviews and authorization.- VII. Working towards achieving a satisfactory audit rating.- People: Maintain a high level of employee morale & satisfaction.- I. Provide strong service culture to improve service quality & create superior customer service- _
- II._
- _Enhance employee skills through training- _Expenses monitoring:_ Tracking branch expenses to ensure prudent expense management.
- I.Reinforcing the importance of expense management within the team- _
- II._ Ensuring that each person works towards expense controls in their respective work areas.- Branch administration
- Designated as the safety officer for the branch ensuring that branch upkeep & security is maintained- ATM operations
- ATM related activities supported by Vendor.- In addition to the above the incumbent would be required to maintain and build on
- working relationships with other branches : Sales team; Branch operations ; CCU ; Clearing; Citiphones; Product; Technology; Control & Compliance Unit; Training Unit; HR; Quality; Credit; Vendors; CRSDecision Making: The incumbent would also have critical Decision Making Authority related to:
- I.Customer: PI
- s, service charges, TOD
- s, resolving any service issue, generating sales through service.- II.Implementing controls at the CSR counter for all financial transactions.- III.Reviewing/streamlining processes in the branch through QSA, escalation to seniors.- IV.Monitoring a service/relationship calling plan for new/existing customers.- V.Managing branch administration- VI.Job rotation- VII.Performance appraisals of the team- VIII. Vendor selection & managing existing vendorsTotal No. of Staff / Employees Supervised: Branch Service team including CSRs, SMs, Cash Officer, Greeter, OICs etc.Individual Responsibilities:
- tasks to be performed on an individual basis without involving subordinates_
- Representing business as a service champion at different forums such as a SQ, service committee meetings, tech enhancement programs, product development.
- Managing key customer relationships in the Bank.
- Direct & close coordination with different units.
- Job rotation
- Review of processes/PI.
- Performance Appraisals
- Entitlement reviews and authorization.
•
• Qualifi
💡 Quick Summary
Seeking a career-building opportunity? The Affluent Banking:network Coverage position is now open for candidates interested in the Bank Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
