Senior Officer/Analyst, Embassy Service Manager, Consumer Banking Group

Job Purpose* Differentiated Customer Experiences – Leading through ServiceKey AccountabilitiesEmbed service culture for all customer touchpoints particularly complaint resolution and client communication.Job Duties & Requirements: * Providing service to Embassy accounts and diplomats.* Closely working with Embassy RM’s on day to day basis.* Take ownership and be accountable for all customer service requests / issues: updating CRM, end to end customer complaint journey management; first time resolution, doing things right the first time-* Embed the service culture for all customer touchpoints particularly complaint resolution and client communication* Ensure risk and governance factors of the branch are always monitored and addressed. Potential breaches must be highlighted immediately* Increase customer satisfaction scores - Minimum CSS and Problem Resolution scores of 4.1 for the Cluster, brand awareness and customer preference indicators* Support the CSOs (Client Service Officers) on daily BAU as per requirement* Co-ordinate with support functions for ad-hoc banking related requirement received from clients* Customer service lobby management (client walk-ins) Diplomats and Embassy bearers* Maintain and grow relationships with each Treasure client by ensuring and establishing individual connect outside of CCM* Account Opening and static data STP to be maintained at >80% or as per targets decided by Senior Management.* Resolution of all branch requests and enquiry within stipulated TATsRequired ExperienceMinimum 6-7 years of front line client experience with a leading bank or financial institution.Education / Preferred QualificationsGraduate/PostgraduateCore Competencies* Take ownership and be accountable for all customer issues: updating CRM, end to end customer complaint journey management; first time resolution, doing things right the first time-* Embed the service culture for all customer touchpoints particularly complaint resolution and client communication* Ensure risk and governance factors of the branch are always monitored and addressed. Potential breaches must be highlighted immediately* Increase customer satisfaction scores - Minimum CSS and Problem Resolution scores of 4.1 for the Cluster, brand awareness and customer preference indicators* Support the CSOs (Client Service Officers) on daily BAU as per requirement* Co-ordinate with support functions for ad-hoc banking related requirement received from clients* Customer service lobby management (client walk-ins) for Diplomat and Embassies* Maintain and grow relationships with each Diplomat client by ensuring and establishing individual connect outside of CCM* Account Opening and static data STP to be maintained at >80% or as per targets decided by Senior Management.* Resolution of 95% of branch requests and enquiry within stipulated TATs* Ensure resolution of 100% complaints within 1 dayTechnical Competencies* Should have knowledge on banking terminologies, branch banking processes, digital banking, UPI* Should be well versed with MS -Office applications like WORD, EXCEL, POWER POINTWork Relationship* Complete all pending risk reviews, CRM, AML, Re-KYC, EWSS & Surveillance alerts and ensuring no alerts remain over-due.* Ensure all Embassy and Diplomat clients are given priority processing and attention* Ensure timely closure of Deferrals taken within the stipulated timelines