Job Description

:

Service Relationship Manager

INTERNAL USAGE:

No. of Vacancies:

1

Reports to:

Branch Head

Is a Team leader?

No

Team Size:

0

Grade:

AVP, VP

Business:

Affluent Banking

Department:\xef\xbf\xbd

Affluent Banking

Sub-Department:

NA

Location:

Per requirement

About Affluent Banking

\xef\xbf\xbd Affluent Business caters to a segment of customers who are High Net Worth Individuals with a range of customizable offerings in wealth management, personal banking and business & lending solutions. It gives a highly personalized services with an expertise driven approach of an investment house with the great stability and immaculate execution. Affluent Business offer a gamut of different product offerings tailor-made to its customers with seamless touch-point

About the Role

Branch Operations and Service Head of a branch responsible for customer service and administration of a branch. Has oversight of the service team to ensure requisite service delivery (walk-ins as well as voice based), premises upkeep, controls, processes and expenses at the branch are effectively managed. The primary goal of this function is to achieve overall service & quality objectives stated by the business, including the customer satisfaction scores. Further, the incumbent needs to ensure that the branch complies with all local & Citigroup guidelines from a process & control standpoint. To enhance image as a good corporate citizen. The branch service team including service managers, CSR, cash officers, greeter and operation unit reports into the BOSH

Key Responsibilities

Position Responsibilities

\xef\xbf\xbd Primary Responsibilities

Manage the level of service quality to ensure high quality customer satisfaction with all aspects at branch banking:

I. Ensuring that CSLM scores are achieved.

II. Tracking service indicators

III. Ensuring superior customer branch walk-in/voice based experience.

IV. Drive service initiatives.

V. Customer complaints are sensitively handled as per the prescribed guideline.

VI. Supporting other branches within the city & new branches in the region to provide seamless service.

\xef\xbf\xbd Process Improvement

I. Tracking Problem Incidences

II. Reviewing/Streamlining processes

III. Reducing cycle time

\xef\xbf\xbd Controls & Compliance: Ensure a high standard on compliance & controls in the branch

I. Transaction processing as per defined process and guidelines.

II. Ensure all regulatory guidelines, process changes and control requirement are communicated to the team.

III. Ensuring that all regulatory, statutory & compliance standards are met.

IV. Focusing on self assessment of branch transactions/processes

V. Complying with the escalation process on TOD\xef\xbf\xbds.

VI. Entitlement reviews and authorization.

VII. Working towards achieving a satisfactory audit rating.

\xef\xbf\xbd People: Maintain a high level of employee morale & satisfaction.

I. Provide strong service culture to improve service quality & create superior customer service

II. Enhance employee skills through training

• Expenses monitoring: Tracking branch expenses to ensure prudent expense management.

I.Reinforcing the importance of expense management within the team

II. Ensuring that each person works towards expense controls in their respective work areas.

\xef\xbf\xbd Branch administration- Designated as the safety officer for the branch ensuring that branch upkeep & security is maintained

\xef\xbf\xbd ATM operations- ATM related activities supported by Vendor.

In addition to the above the incumbent would be required to maintain and build on working relationships with other branches : Sales team; Branch operations ; CCU ; Clearing; Citiphones; Product; Technology; Control & Compliance Unit; Training Unit; HR; Quality; Credit; Vendors; CRS

Decision Making: The incumbent would also have critical Decision Making Authority related to:

I.Customer: PI\xef\xbf\xbds, service charges, TOD\xef\xbf\xbds, resolving any service issue, generating sales through service.

II.Implementing controls at the CSR counter for all financial transactions.

III.Reviewing/streamlining processes in the branch through QSA, escalation to seniors.

IV.Monitoring a service/relationship calling plan for new/existing customers.

V.Managing branch administration

VI.Job rotation

VII.Performance appraisals of the team

VIII. Vendor selection & managing existing vendors

Total No. of Staff / Employees Supervised: Branch Service team including CSRs, SMs, Cash Officer, Greeter, OICs etc.

Individual Responsibilities: tasks to be performed on an individual basis without involving subordinates * Representing business as a service champion at different forums such as a SQ, service committee meetings, tech enhancement programs, product development.

• Managing key customer relationships in the Bank.
• Direct & close coordination with different units.
• Job rotation
• Review of processes/PI.

• Performance Appraisals
• Entitlement reviews and authorization.

Qualifications

Optimal qualification for success on the job is:

\xef\xbf\xbd MBA/ CA

Role Proficiencies:

Total experience of 8+ years

I. Strong communication skills

II. Should preferably have a prior experience in Ops especially in cash

III. Prompt & efficient in redressal of client issues

About Axis

Incorporated in 1994, Axis Bank is one of India\xef\xbf\xbds most trusted banks & the third largest in the private sector. At Axis Bank, customer centricity has always been the foundation of our business. Our efforts to address the requirements of a diverse customer cross-section are powered by robust infrastructure, advanced technology, a comprehensive monitoring & control framework & a large talent pool.

The Bank has a young & engaged workforce of over 100,000 employees, with an average age of 30 years. We are an equal opportunity employer & believe in empowering our employees by offering rich roles, learning opportunities & flexibility to chart their career, their way.

#ComeAsYouAre \'We are dil se open. Women, LGBTQIA+ and PwD candidates of all ages are encouraged to apply\'

Skills:

Refer to the

About Company:

Axis Bank is the third largest private sector bank in India. The Bank offers the entire spectrum of financial services to customer segments covering Large and Mid-Corporates, MSME, Agriculture and Retail Businesses. The Bank has a large footprint of 4,594 domestic branches (including extension counters) with 11,333 ATMs & 5,710 cash recyclers spread across the country as on 31st March, 2021. The Bank has 6 Virtual Centres and has over 1500 Virtual Relationship Managers as on 31st March 2021.The Overseas operations of the Bank are spread over eight international offices with branches at Singapore, Dubai (at DIFC) and Gift City-IBU; representative offices at Dhaka, Dubai, Abu Dhabi, Sharjah and an Overseas subsidiary at London, UK. The international offices focus on Corporate Lending, Trade Finance, Syndication, Investment Banking and Liability Businesses

Axis Bank