Client Service Operator

**Job Title: Client Service Analyst (Branch Operations & Service Manager)**

**Location: Mumbai**

**Role Description**

The Client Service Analyst is responsible for assisting with client issues proactively, efficiently and to the satisfaction of the client, within assigned portfolios. Typically working under the guidance of the Client Services Manager and/or Client Services Specialist, they provide administrative and analytical support in the daily administration and coordination of assigned clients/accounts; servicing of client enquiries, escalation of client issues, the administration of client service issues including SLA's, preparing client reporting, in some cases assisting with on-boarding activities for new and existing clients and working with Operations to ensure products/services are set up for their client base.

**What we’ll offer you**

As part of our flexible scheme, here are just some of the benefits that you’ll enjoy
- Best in class leave policy
- Gender neutral parental leaves
- 100% reimbursement under child care assistance benefit (gender neutral)
- Flexible working arrangements
- Sponsorship for Industry relevant certifications and education
- Employee Assistance Program for you and your family members
- Comprehensive Hospitalization Insurance for you and your dependents
- Accident and Term life Insurance
- Complementary Health screening for 35 yrs. and above

**Your key responsibilities**
- Provide Service and Operations support to the branch customers
- Ensure that DB standards with respect to Customer Service, Compliance, Operations and Corporate Security are adhered to
- Ensure total compliance of al regulatory and compliance guidelines (both internal and external)
- Single point contact for Branch Operations and Service

Operations Representative at the Branch

Service
- Manage all Branch Customer service related activities
- Ensure that all branch transactions are processed accurately and timely.
- Responsible for maintaining customer complaints/request records at the branches
- Responsible for Overall Customer Service at the branch. Measured through
- Customer complaints pertains to the branch
- Service Request Pending
- Other source of information such as customer service survey

Operations and Controls
- Manager all Operations related activities at the Branch
- Gate keeping for account opening, Demat Account opening, Insurance and Investment forms
- Suspense Account Monitoring
- Daily Report Monitoring
- KYC Regularisation and KYC Renewal monitoring
- Minimize /control Ops Loss
- Conduct training for Sales/Frontline staff on KYC and other key operational processes
- Dissimilation of Key Operational circulars to the front office staff
- Responsible for ensuring Fee/Charges from customers are levied for transactions processed at the branches and any exceptions are reported
- Ensure satisfactory audit rating in all internal as well as external audits

Business Support
- Source leads/referrals from walk-in / existing customers and minimize time lag between referral & closure of business
- Ensure achievement as per Service Score Card on deepening the non-qualified customers through customer contact management
- Structured service call for all the new to bank customers and qualified / non-qualified customer base

Cost
- Ensure that Branch Ops and Service related costs are kept as per the budget
- Continuously review cost to ensure cost rationalization is done in terms of Vendor and People Cost.

People

Training and Development of Ops and Service Resources

**How we’ll support you**
- Training and development to help you excel in your career
- Flexible working to assist you balance your personal priorities
- Coaching and support from experts in your team
- A culture of continuous learning to aid progression
- A range of flexible benefits that you can tailor to suit your needs

**About us and our teams**

Our values define the working environment we strive to create - diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer.