Customer Success Manager

9 hours ago

Race Course, India GramPro Business Services Pvt. Ltd. Full time

We are Hiring for a Scheduled Commercial BankPosition: Service Delivery Associate (SDA) – Non-Cash (Aspire)Reports to: Service Delivery Manager (or Branch Manager where no SDM is present)Brief Description:The role involves providing superior customer service, managing and enhancing relationships with Aspire Banking segment customers, acquiring new customers, and cross-selling various financial products and services.Key Job Responsibilities:Business Deliverables:Maintain Product Holding Ratio, channel enrollment, and data quality as per assigned benchmarks.Drive Existing Relationship Value (ERV) and New-To-Bank (NTB) growth as per set targets.Achieve overall deposits growth and fee-based income (Life Insurance, General Insurance, Trade Forex, Assets, Mutual Funds, etc.).Obtain certification on all products offered through the branch.Ensure strict adherence to KYC, AML, and internal compliance policies.Customer Service:Deliver excellent customer service within defined Turnaround Times (TAT) and complaint management norms.Maintain branch ambiance, mandatory displays, and overall customer experience.Ensure adherence to BSOPM, compliance, and audit guidelines with satisfactory internal/external audit results.Provide accurate product information and timely resolution of customer issues.Record and resolve customer complaints within stipulated timelines.Engage in preventive complaint management and proactively collect customer feedback.Promote digital and direct banking channels and ensure customer adoption.Portfolio Management:Manage and grow the Aspire Banking Customer Portfolio (subject to portfolio creation in the branch).Identify eligible customers and upgrade them under the Aspire Banking program.Deepen customer relationships by ensuring primary banking status and offering relevant products.Conduct regular customer interactions to identify financial needs and provide suitable solutions.Cross-sell to family members and associates within grouped relationships.Achieve portfolio-level benchmarks on contactability, family grouping, cross-sell ratio, and channel activation.Meet all portfolio performance metrics and income benchmarks.Education:Graduation (minimum 50%)Competencies:Sales and Influencing SkillsKnowledge of Banking Products & ProcessesPlanning and Organizing SkillsStrong Communication and Interpersonal SkillsCustomer Service OrientationCustomer Portfolio ManagementPreferred Certifications:AMFI CertificationIRDA Certification

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