Affluent Banking:network Coverage

**Service Relationship Manager**

**INTERNAL USAGE**:
**No. of Vacancies**:

- 1**Reports to**:

- Branch Head**Is a Team leader?**
- No**Team Size**:

- 0**Grade**:

- AVP, VP**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**
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**the**
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**Role**

Branch Operations and Service Head of a branch responsible for customer service and administration of a branch. Has oversight of the service team to ensure requisite service delivery (walk-ins as well as voice based), premises upkeep, controls, processes and expenses at the branch are effectively managed. The primary goal of this function is to achieve overall service & quality objectives stated by the business, including the customer satisfaction scores. Further, the incumbent needs to ensure that the branch complies with all local & Citigroup guidelines from a process & control standpoint. To enhance image as a good corporate citizen. The branch service team including service managers, CSR, cash officers, greeter and operation unit reports into the BOSH**Key Responsibilities**
- Position Responsibilities_Primary Responsibilities_
- Manage the level of service quality to ensure high quality customer satisfaction with all aspects at branch banking:
- I. Ensuring that CSLM scores are achieved.- II. Tracking service indicators- III. Ensuring superior customer branch walk-in/voice based experience.- IV. Drive service initiatives.- V. Customer complaints are sensitively handled as per the prescribed guideline.- VI. Supporting other branches within the city & new branches in the region to provide seamless service._Process Improvement_
- I. Tracking Problem Incidences- II. Reviewing/Streamlining processes- III. Reducing cycle time_Controls & Compliance_: Ensure a high standard on compliance & controls in the branch- I. Transaction processing as per defined process and guidelines.- II. Ensure all regulatory guidelines, process changes and control requirement are communicated to the team.- III. Ensuring that all regulatory, statutory & compliance standards are met.- IV. Focusing on self assessment of branch transactions/processes- V. Complying with the escalation process on TOD
- s.- VI. Entitlement reviews and authorization.- VII. Working towards achieving a satisfactory audit rating.- People: Maintain a high level of employee morale & satisfaction.- I. Provide strong service culture to improve service quality & create superior customer service- _
- II._
- _Enhance employee skills through training- _Expenses monitoring:_ Tracking branch expenses to ensure prudent expense management.
- I.Reinforcing the importance of expense management within the team- _
- II._ Ensuring that each person works towards expense controls in their respective work areas.- Branch administration
- Designated as the safety officer for the branch ensuring that branch upkeep & security is maintained- ATM operations
- ATM related activities supported by Vendor.- In addition to the above the incumbent would be required to maintain and build on
- **working relationships** with other branches : Sales team; Branch operations ; CCU ; Clearing; Citiphones; Product; Technology; Control & Compliance Unit; Training Unit; HR; Quality; Credit; Vendors; CRS**Decision Making**: The incumbent would also have critical Decision Making Authority related to:
- I.Customer: PI
- s, service charges, TOD
- s, resolving any service issue, generating sales through service.- II.Implementing controls at the CSR counter for all financial transactions.- III.Reviewing/streamlining processes in the branch through QSA, escalation to seniors.- IV.Monitoring a service/relationship calling plan for new/existing customers.- V.Managing branch administration- VI.Job rotation- VII.Performance appraisals of the team- VIII. Vendor selection & managing existing vendors**Total No. of Staff / Employees Supervised**: Branch Service team including CSRs, SMs, Cash Officer, Greeter, OICs etc.**Individual Responsibilities**:

- tasks to be performed on an individual basis without involving subordinates_
- Representing business as a service champion at different forums such as a SQ, service committee meetings, tech enhancement programs, product development.
- Managing key customer relationships in the Bank.
- Direct & close coordination with different units.
- Job rotation
- Review of processes/PI.
- Performance Appraisals
- Entitlement reviews and authorization.

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**Qualifi