Job Description

:

Service Relationship Manager

INTERNAL USAGE:

No. of Vacancies:

1

Reports to:

BOSH

Is a Team leader?

No

Team Size:

0

Grade:

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

The personnel at the branch responsible for superior customer experience for service requests. Handles service delivery for the branch channel for customers interacting/visiting the branch walk-in as well as voice based.

The primary function of this role is to achieve the following:

i. Overall Service quality objectives

ii. Track customer Relationship management

iii. Ensure that in branch customer experience is world class through seamless service delivery, minimal wait time & service desk & proactive customer engagement.

iv. Cross Sell banking products to walk-ins and while calling.

Key Responsibilities

Primary Responsibilities

i. Transaction processing as per defined process and guidelines.

ii. Processing service request /instructions

iii. Drive Quality initiatives on customer service.

iv. Meet CSLM score of 90 % for Burgundy clients

v. Ensure all legal, compliance, regulatory requirements are complied with.

vi. Follows the engagement model prescribed by the bank for periodic interaction with the customers (eg:- self introduction calling, welcome calling, relationship calling)

vii. Handling customer queries

viii. Help drive service initiatives and cost control measures.

ix. Attend all required/mandatory trainings.

x. Ensure minimal Ops Errors.

\xef\xbf\xbd Secondary Responsibilities

I. Process Implementation, mentoring & training of new joinees.

\xef\xbf\xbd Additional:

Full adherence to compliance, legal and regulatory standards; satisfactory audit rating

Qualifications

Optimal qualification for success on the job is:

\xef\xbf\xbd Bachelors/ Masters Degree from a recognized Institute

Role Proficiencies:

\xef\xbf\xbd Strong client centric approach

\xef\xbf\xbd Should be compliance and controls centered

\xef\xbf\xbd Should be a good team player

\xef\xbf\xbd Cross sell ability

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