Service Delivery Manager (Branch Operations & Sales) | Ahmedabad

IndusInd Bank
Job Description: A/SDM (Associate/Service Delivery Manager)
Job title: Associate/ Service Delivery Manager
Grade Band: Junior Management
Location: Ahmedabad
BU/Function : Consumer Banking
Reports to: Deputy Branch Manager

Role Details: IndusInd is seeking a customer centric person who has passion for servicing the
clients and ensuring our clients have a delightful experience by delivering high-quality, speedy
and personalized service. The focus would be to ensure that our clients make IBL as their
primary bank. The role will be based out of branches, where you will be responsible for Servicing
of Bank Customers along with cross-selling of bank products and performing day-to-day
operational activities at branch. You will also be responsible to acquire new clients

1. Service- Being one-point contact for all service needs of the client for addressing service
requirement of customers (like address change, FD closure, etc) and ensuring all queries &
concerns of customers are resolved in a timely manner
2. Sales- Acquisition of new clients to the bank, and family accounts of existing clients. Pitching
and Cross-Selling of different bank products to customers, like Debit Cards, Credit Cards,
Insurance, SIPs
3. Operation- Performing requisite operation activities in branches

Overall Job Description

Services
1. Providing Seamless, Fast, Easy and Transparent services to clients on the Bank
2. Onboarding of new clients through welcome calling
3. Ensuring client engagement through activation of clients on Mobile app, net banking and
other non-branch channels
4. Ensuring requests and queries of clients are resolved within defined TAT
5. Reducing complaint instance, and ensuring resolution of issues within defined TAT
6. Increasing the client stickiness to the bank by selling FD/ locker/ SIP, etc to the clients
7. Managing client servicing at the branch lobby and ensuring maximum client satisfaction

Sales
1. Acquisition of new clients to the bank, and family accounts of existing clients
2. Engagement with customers to increase cross selling and reduce attrition of customers
3. Cross-selling of products - Debit Cards, Credit Cards, Insurance, SIPs, MF, FD, RD Operations
4. Understanding of different process (such as account opening, KYC Process, working on
systems at IndusInd Bank)
5. Authorization & audit checks for all operation transactions
6. Handle following duties at Branch: Trade-Business related, Non-Trade related.