Job Description
RESPONSIBILITIES
• Refer to guidance for each section below.
• Ensure high level of customer service and manage difficult customer situations.
• Ensure resolution of all complaints received for branches through COMMAND.
• Gather / prepare statistics for service quality and productivity indicators.
• Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections.
• Find ways to improve operational efficiency and control costs to meet cost budgets.
• Ensure transactions are processed with a high level of accuracy and commitment within standard turn around time in order to satisfy customer needs.
• Monitor customer satisfaction survey ratings, net promoter score or any other survey / feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service.
• Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints.
• Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking.
• Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc.
are authorized / overridden by appropriate authorities.
• Responsible for general reconciliation and control activities.
• Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guidelines.
• Sales Referrals : where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff.
• Contribute to branch performance through referrals, efficient customer service, effective operations controls.
• He / She is aware of bank&rsquos Mis-selling and Sales Policies and ensure adherence all the times.
• Ensure he / she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC / CDD / EDD and Money laundering prevention.
He / she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.
• Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance.
• Responsible for health and safety for all. As part of the Health and Safety guidelines you should :
• Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions Co-operate with Management to support and promote Health and safety in the workplace.
• Ensure that your actions do not put others at risk, Work in a healthy and safe manner.
• Encourage others to work in a healthy and safe manner.
• Report all accidents and incidents and bring to the attention of the management any hazard in the workplace.
• Refer to guidance for each section below.
• Ensure high level of customer service and manage difficult customer situations.
• Ensure resolution of all complaints received for branches through COMMAND.
• Gather / prepare statistics for service quality and productivity indicators.
• Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections.
• Find ways to improve operational efficiency and control costs to meet cost budgets.
• Ensure transactions are processed with a high level of accuracy and commitment within standard turn around time in order to satisfy customer needs.
• Monitor customer satisfaction survey ratings, net promoter score or any other survey / feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service.
• Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints.
• Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking.
• Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc.
are authorized / overridden by appropriate authorities.
• Responsible for general reconciliation and control activities.
• Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guidelines.
• Sales Referrals : where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff.
• Contribute to branch performance through referrals, efficient customer service, effective operations controls.
• He / She is aware of bank&rsquos Mis-selling and Sales Policies and ensure adherence all the times.
• Ensure he / she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC / CDD / EDD and Money laundering prevention.
He / she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.
• Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance.
• Responsible for health and safety for all. As part of the Health and Safety guidelines you should :
• Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions Co-operate with Management to support and promote Health and safety in the workplace.
• Ensure that your actions do not put others at risk, Work in a healthy and safe manner.
• Encourage others to work in a healthy and safe manner.
• Report all accidents and incidents and bring to the attention of the management any hazard in the workplace.
💡 Quick Summary
Seeking a career-building opportunity? The Client Service Manager position is now open for candidates interested in the Bank Jobs sector. This role in Kolkata 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.
