Regional Manager Affluent Servicing Leader
4 weeks ago
Job Summary:
As a Regional Manager for Affluent Service Relationship Managers (SRMs), you will oversee a team dedicated to managing and deepening relationships with YES First Customers. Your primary focus will be to ensure that your team delivers exceptional service, fulfilling the needs and expectations of affluent clients. You will guide your team in offering personalized banking solutions, ensuring client satisfaction, and achieving KPI metrics. Your role will also involve mentoring and developing the team, ensuring adherence to compliance standards, and driving strategic initiatives to enhance the overall client experience.
Key Responsibilities:
Use Program & Channel enablers for seamless onboarding of NTB clients through Welcome calling and Channel activation
Migrate mapped customers to self-help channels for seamless transactions
Increase product penetration through curated client engagement plan
Service Experience:
Account Opening TAT
Instruction Processing TAT
Request, Query, Complaint TAT
Customer Engagement:
Call Planner
Digital Activation
Program Qualification:
NPS
Policies, Processes & Procedures:
Work in close coordination with Branch Leadership team to ensure 100% Client coverage & enhanced servicing by SRMs
Ensure TAT adherence of Account Instructions, Account Opening, Complaints, Requests for the mapped clients
Ensure efficient servicing of Affluent walk-in clients with no complaints
People Management:
Lead and manage a team of Affluent Service Relationship Managers, ensuring high performance and adherence to service standards
Monitor & drive the team performance against Goalsheet KPIs, providing coaching & support to enhance results
Recruitment and Training of Affluent Service Relationship Managers
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