Job Description

Key Responsibilities:



Customer Service Management:
+ Lead the NR service team to deliver best-in-class customer experience through timely query resolution and high-quality service.
+ Act as an escalation point for critical customer service issues and ensure prompt resolution.
+ Monitor customer feedback, complaints, and service metrics to drive continuous improvement.Ensure adherence to turnaround time (TAT) for service requests and complaints.


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Transaction Processing & Operations Management:
+ Oversee backend transaction processing, including account servicing, remittances, forex transactions, and compliance-related activities.Ensure error-free and timely execution of customer transactions.


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Compliance & Risk Management:
+ Ensure adherence to RBI and FEMA guidelines for NR banking operations.
+ Monitor operational risks, implement risk mitigation measures, and ensure service compliance with audit standards.Collaborate with the compliance team to ensure all customer transactions adhere to KYC, AML, and regulatory norms.


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Team Leadership & Stakeholder Management:
+ Lead, mentor, and develop the NR service team to enhance their capabilities and performance.
+ Work closely with the NR Relationship Managers and product teams to provide seamless service support.Collaborate with IT, Risk, and Compliance teams for process enhancements and regulatory adherence.


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Service Excellence & Process Improvements:
+ Drive service excellence by implementing customer-centric initiatives and ensuring a superior banking experience for NR clients.Identify gaps in service delivery and recommend process improvements to enhance efficiency.


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Experience: 8+ years of experience in banking operations, customer service, or NR banking, with at least 4 years in a leadership role.