Service Relationship Manager

1 month ago


Delhi, Delhi, India DBS Bank Full time
Job Title: Service Relationship Manager

As a Service Relationship Manager at DBS Bank, you will play a critical role in delivering exceptional customer experiences to our esteemed Treasures clients. Your primary objective will be to ensure that each client escalation is owned and closed within 24 hours, with timely updates provided to the client in case of delays.

Key Responsibilities:
  • Ensure 100% coverage and contact-ability of all clients under various service-led campaigns in CRM.
  • Maintain 100% mandatory coverage of all qualified Treasures every quarter.
  • Implement the CBG Client Contact Management Policy with 100% adherence.
  • Cover 20 unique clients every month under CCM, with details updated in CRM or as per applicable targets.
Requirements:
  • Minimum 10 years of front-line client experience with a leading bank or financial institution.
  • Graduate/Postgraduate degree.
Core Competencies:
  • Take ownership and be accountable for all customer issues, including updating CRM and managing the end-to-end customer complaint journey.
  • Embed the service culture for all customer touchpoints, particularly complaint resolution and client communication.
  • Support the sales team in acquiring 60% of customers digitally through IWealth, Pweb, and other platforms.
  • Monitor and address risk and governance factors of the branch, highlighting potential breaches immediately.
  • Increase customer satisfaction scores, with a minimum CSS and Problem Resolution score of 4.1 for the Cluster, brand awareness, and customer preference indicators.
  • Support CSOs (Client Service Officers) on daily BAU as per requirement.
  • Coordinate with support functions for ad-hoc banking requirements received from clients.
  • Manage customer service lobby for mapped branches.
  • Maintain and grow relationships with each Treasure client by establishing individual connections outside of CCM.
  • Ensure account opening and static data STP is maintained at > 80% or as per targets decided by Senior Management.
  • Resolve 95% of branch requests and enquiries within stipulated TATs.
  • Ensure 100% complaints are resolved within 1 day.
Technical Competencies:
  • Knowledge of banking terminologies, branch banking processes, digital banking, and UPI.
  • Working experience on CRM applications.
  • Well-versed with MS-Office applications like WORD, EXCEL, and POWER POINT.

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