Affluent Banking:Network Coverage

Affluent Banking:Network Coverage - Service Relationship Manager

Role 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: �

Affluent Banking

Sub - Department:

NA

Location:

Per requirement

About Affluent Banking

�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.

�Secondary Responsibilities

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

� Additional:

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

Qualifications

Optimal qualification for success on the job is:

� Bachelors/ Masters Degree from a recognized Institute

Role Proficiencies:

�Strong client centric approach

�Should be compliance and controls centered

�Should be a good team player

�Cross sell ability

About Axis

Incorporated in 1994, Axis Bank is one of India�s 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.