Client Service Manager

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

• To provide leadership to a team of Customer Service Managers (CSM) responsible for customer servicing of Trade, Payments and Loans transactions. 

Key Accountabilities

• Responsible for ensuring that the Customer servicing requirements of Trade, Payments and Loans transactions are handled seamlessly ensuring superior customer experience. 

Job Duties & Responsibilities

• Providing leadership to a team of Customer service Managers responsible for customer servicing for Top Tier customers.
• Service reviews with the client, BU (IBG, GTS) and other SU (Branch, Ops etc.)
• Regular Service review Meeting with clients to get first hand update about the client feedback on servicing, identify pain points, action items & track to delivery for improvement in customer service.
• Ensuring proper queue management with minimal / nil ageing transactions pending in the queue.
• People Management.

Required Experience

• Minimum 10 years experience in Transaction banking (Trade, Payments & Loans) with responsibility for operations & client servicing.   Client Servicing experience is a must. 

Education / Preferred Qualifications

• Graduate with Commerce background preferred.
• Post Graduation with specialization in Finance will be an added advantage. 

Core Competencies

• Complete knowledge of end-to-end process flow of Trade, Payments, Loans transactions.
• Knowledge of RBI and related regulations.
• Knowledge of customer pain points, customer servicing requirements in the Trade, Payments, and loans business.
• Ability to identify pain points & work with various internal stakeholders in streamlining the transaction journey for the customer, thus improving customer experience.
• Customer friendly / customer experience focussed approach

Technical Competencies

• Knowledge of RBI regulations & related regulatory / ICC guidelines relating to the Trade, Loans & Payments  
• Customer Servicing skills.
• People Management skills. 

Work Relationship

• The role would need close working / discussions / interactions with BU (Business Unit) IBG & GTS, T&M & SU (Support Unit) – Central Operations, Branch Operations.
• The role would also involve discussions / interactions / meetings with the end customers.