Deputy Manager - Client Relations

Client Support Team Management
1. Lead Client Relations by monitoring achievement of service levels (Voice / Non-voice) as agreed in the SLA and timeliness of servicing clients requests, and partner with Corporate Sales and Product teams to develop a world-class servicing platform for corporates
2. Build relationship with customers by acting as a SME providing advice to corporate accounts in usage of organizations service and being first-level escalation for customer complaints
3. Monitor accuracy, timeliness and comprehensiveness of records, dashboards on service performance for key clients, repository of correspondences, etc.
4. Maintain an orderly workflow according to priorities and Control and utilize resources to achieve qualitative and quantitative targets
5. Ensure timely actioning on any changes in corporate relationships (limit level changes, blocking-unblocking cards etc.)
6. Filter out junk emails from monitored corporate email accounts to perform allocation of workable inventory of open action items to analysts every two hours
7. Ensure resolution of emergency card issuance cases as per defined SLAs

Corporate Customer Complaints Management
8. Oversee, recommend and implement processes to reduce corporate customer complaints through regular interactions with cross functional teams to evaluate and implement process improvements
9. Record, track and timely closures of complaints received and report to the central customer experience team and provide strategic insight to leads

Other Backend Service Process
10. Oversee proactive monitoring of corporate database viz. FATCA, spends limits, dynamic credit limit exhaustion, etc. and report to management in case of any exception noticed
11. Lead reward point program setups and maintenance for corporate cards, drive timely execution of reward points enrolments, de-enrolments, redemptions requests
12. Stay updated with all changes in Risk policy and keep the processes in calibration with the same
13. Ensure process documentation and compliance adherence. 1. Mailbox Response & Resolution rates as per SLA
2. Timely resolution of Escalations
3. Process Adherence as per MOU
4. Voice of Customer 1. Knowledge of MS Office
2. Experience of using CRM Tools
3. Knowledge of Vision Plus Relationship Management
Analytical Ability
Customer Orientation
Problem Solving skills
Teamwork and Collaboration Corporate Clients, Network partners Commercial Card Sales & Product; Senior Management Team Graduate in any discipline 6-9 Years of post qualification experience 4-6 Years of experience in Credit Card Domain FSI