Roles and Responsibility
Job Summary
• Service Manager - Pune for the Business Banking Unit.

Strategy
• Create a Service Culture and ensure a superior Service experience for our customers
• S2B Domain Knowledge is a must to facility Digitization
• Ensure Digitization - Migrate customers to online and automated platforms
• Effective Complaint and escalation Management
• Ensure Process Simplification and TAT adherence
• Achievement of the stated priorities

Business
• Servicing the BB /HVSB /ME for their end to end banking requirements.
• Ensure Digitization - Migrate customers to online and automated platforms (S2B, A2, Info-manager, E-alerts, E-statements etc)
• Ensure Process Simplification and TAT adherence.
• S2B Domain Knowledge is a must to facilitate Digitization

Processes
• Trade Processes: Coordinate with Trade Services for all queries relating to LCs, remittances, bank guarantees, Export Credit etc. Communicate disposal instructions to Trade/ Payments units
• Non-trade activities such as fixed deposit, RTGS, tracking of customer statements, smooth processing of outward/inward remittances, static data updating, forex transactions, current account, lending accounts etc. Communicate disposal instructions to Trade/ Payments units
• S2B domain and process knowledge
• Increase scores of NPS and other customer satisfaction surveys
• Migrating customers to right channels for various trade/cash requirements
• Define seamless processes requiring minimal manual intervention
• Work closely with the Service delivery teams to ensure excellent service to the Corporates. Liaison with all internal units to ensure SLA / TATs is maintained.
• Review service gaps and process to meet customer expectation.
• Handle Complaint/Escalation process

People & Talent
• Encourage team members to identify and drive opportunities to challenge status quo towards delivering the Banks vision and priorities

Governance
• Ensure good audit ratings in all internal/external audits, Group Audits.
• Adherence to regulatory and internal guidelines
• AML/CDD guidelines along with Group code of conduct
• Ensure Audit awareness