Regional Head - Affluent Service - Kolkata

Role & responsibilities :

Strategy and Planning

Use Program & Channel enablers for:

• Seamless onboarding of NTB clients through Welcome calling and Channel activation
• Migrate mapped customers to self-help channels for seamless transactions
• Increase product penetration through curated client engagement plan

Policies, Processes & Procedures

• Work in close coordination with Branch Leadership team to:
• Ensure 100% Client coverage & enhanced servicing by SRMs
• Ensure TAT adherence of Account Instructions, Account Opening, Complaints, Requests for the mapped clients
• Ensure efficient servicing of Affluent walk-in clients with no complaints
• Tracking & monitoring of the customer NPS scores of the SRMs

People Management

• Lead and manage a team of Affluent Service Relationship Managers, ensuring high performance and adherence to service standards.
• Monitor & drive the team performance against Goalsheet KPIs, providing coaching & support to enhance results
• Recruitment and Training of Affluent Service Relationship Managers.

OPERATING NETWORK :-

1. Affluent Zonal Head

2. Branch Banking Team (Branch Manager, Cluster Head, Regional Head)

3. Product / Program Teams

4. Operations Team

5. Marketing and Communications Team

IT & Digital Transformation Team

Education :-

Masters or Bachelors Degree in Finance, Business or related fields

Preferred: MBA

Experience :-

7+years into Banking operations and customer servicing

Preferred: including 3-4 years of Team Management Role