Analyst, Embassy Service Manager, Consumer Banking Group
1 day ago
Job Description Job Purpose - Differentiated Customer Experiences Leading through Service Key Accountabilities Embed 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 TATs Required Experience Minimum 6-7 years of front line client experience with a leading bank or financial institution. Education / Preferred Qualifications Graduate/Postgraduate Core 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 day Technical 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 POINT Work 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 Primary Location India-Delhi-Vasant Vihar Job Customer Service Schedule Regular Job Type Full-time Job Posting Nov 13, 2025, 4:19:39 AM
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