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 Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Job Purpose

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

Key Accountabilities:
• Custodian of delivery of superior service experience to relationships of Institutional Banking group clients
• Monitor day to day transaction / processing / delivery of all Cash/Trade Products with primary purpose of meeting best service standards.
• Monitor hygiene part transactional items such as internal accounts, Nostro accounts, Fx rates utilisation etc.
• Engage with internal stakeholders to discuss key issues and deliverables to improve client delivery. Ensure the customer transactions as processed by operations as per laid down operating procedures and with strict adherence to the laid down TAT's, highlight any lapses identified if any.
• Maximise customer satisfaction, retention by maintaining "Top of the Class" service standards in all client interactions (both internal clients and external clients).
• Maintain high level of knowledge across Cash Management Products, Trade Products, IDEAL, E Advise, Virtual Accounts, Doorstep Delivery etc, and keep it updated at regular intervals.
• Is expected to possess a good understanding of banking operating modules and should also be well versed with FEMA guidelines.
• As a Team Player, work closely with Relationship Managers, regional Managers, Large Business Relationship Managers.
• Be a permanent support for all customer engagement activities from time to time.
• Optimise cost for the bank.
• Ensure customer concerns and complaints are satisfactorily resolved within the committed timelines.
• Comply with all internal process and compliance guidelines.
• Report all Suspicious Transactions to the CE Head/City Head / Business Unit Head.

Job Duties & responsibilities
• Managing day to the transaction of trade and cash for the IBG set of customers.
• Maintaining relationship with customers and internals stake holders including Relationship managers, Operations, Product etc.
• Exercise hygiene in internal transaction related accounts such VA, Murex, Internal suspense, Nostro etc.
• Comply with all internal process and compliance guidelines.
• Ensure customer concerns and complaints are satisfactorily resolved within the committed timelines.
• Report all Suspicious Transactions to the CE Head/City Head / Business Unit Head.
• Ensure that the training needs are identified for self, communicate to the central team for getting the relevant training program done.
• Maximise customer satisfaction, retention by maintaining "Top of the Class" service standards in all client interactions (both internal clients and external clients).

Required Experience

Minimum 8 years of customer's service experience in banking / financial services industry. Prior experience of banking experience handling trade (Import / Export) set of customers.

Education / Preferred Qualifications

Graduate / Post Graduates from Reputed Institutes.

Core Competencies
• Be a self starter and a Go getter.
• Good understanding of the transactional processes, sound technical knowledge of Banking Operations.
• Good customer and relationship management skills.
• Good interpersonal and communications skills.
• Good problem solving, planning & organising skills.
• High Emotional Intelligence required to connect with and help customers. Ability to think aloud and empathise with customers.

Technical Competencies
• Sound understanding of cash management products and associated technology platforms and operational procedures.
• Understanding of regulatory guidelines on banking by RBI (local regulations in India) and local laws and regulations that impact businesses in general. Understanding of KYC requirements are critical.
• Knowledge of financial markets and products to assist in meaningful dialogue with clients.
• Strong understanding of KYC requirements and Anti money laundering policies.

Work Relationship
• Possess good working relationship and a high degree of team spirit and cooperation with relationship groups, viz., RMs as well as service partners in the bank such as Product Mgt, Operations, Finance, Legal etc, so as to ensure seamless delivery of products to our clients and business growth and smooth functioning of the branch as a whole.
• Establish rapport with our corporate clients so as to win their business, confidence and trust