Senior Client Experience Manager

6 days ago

Bengaluru, Karnataka, India beBeeService Full time ₹ 1,04,000 - ₹ 1,30,878

The primary focus of this role will be to ensure that the team delivers exceptional service, fulfilling the needs and expectations of affluent clients. The incumbent will guide the team in offering personalized banking solutions, ensuring client satisfaction, and achieving key performance indicators.

Key Responsibilities:

Strategy and Planning

The ideal candidate will utilize program and channel enablers for:

  • Seamless onboarding of new-to-bank clients through welcome calling and channel activation
  • Migrating mapped customers to self-help channels for seamless transactions
  • Increasing product penetration through curated client engagement plans

Policies, Processes & Procedures

  • The successful candidate will work in close coordination with branch leadership to:
  • Ensure 100% client coverage and enhanced servicing by service relationship managers
  • Ensure timely adherence of account instructions, account opening, complaints, and requests for mapped clients
  • Ensure efficient servicing of affluent walk-in clients with no complaints
  • Track and monitor customer net promoter scores of service relationship managers

People Management

  • The incumbent will lead and manage a team of affluent service relationship managers, ensuring high performance and adherence to service standards
  • Monitor and drive team performance against goalsheet KPIs, providing coaching and support to enhance results
  • Recruit and train affluent service relationship managers

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