Service Manager

Job Title - Service Manager

Business Unit - Contact Center

Sub Business Unit - Concierge Service

The role holder is responsible for delivering seamless branch banking services while ensuring strong compliance,

error-free operations, and superior customer experience. The role involves handling customer transactions,

managing regulatory requirements, and supporting overall branch service excellence.

Responsible for ensuring that all YES FIRST/YES Grandeur & YES First Business/ NRI and SME Customers are

provided with service best in its class by present day industry standards. In this role he/she is expected to render

end to end solution to every customer and ensure all Service Requests, Queries and Complaints are actioned and

processed first time right and within the defined TAT. The incumbent must possess strong knowledge of banking

operations, YES FIRST/YES Grandeur, NRI and SME processes and regulatory guidelines.

To ensure SLAs defined for the Non-Residents & Residents customers Email Units are met consistently which include Responses to customers within TAT, FTR, Document management to ensure overall Superior Customer Service.

Adherence to Company Policies: Comply with all HR, IT, data security, workplace safety, and confidentiality guidelines. Ethical Standards: Follow companys Code of Conduct and applicable legal/regulatory requirements. 2. Processes Operational Processes: Ensure compliance with standard operating processes for reporting, approvals, and project execution.

1. Procedures Documentation: Maintain accurate and timely records as per the approved documentation procedure.

Account Maintenance:
• Responsible for processing the request for YES Private, YES FIRST, YES FIRST Business, SME and GIB like account instructions, account modifications and service requests as per YBL guidelines
• Handles customers enquiries and instructions, whilst ensuring that the Banks delivery standards are met in achieving total customer satisfaction. e.g. timely checking of customer service requests for completeness, correctness and accuracy in documentation and processing the request with the defined program level TATs.
• Ensures adherence to process & documentation standards
• Ensures pro-active & sustained liaison with NOC, Product, Program Team, Sales RM, etc. wherever required
• In case of discrepancies raised, regular follow up with RM/ resolving unit
• Ensures timely follow up with the resolving unit for prompt and proper closure of the service request. Transactions:
• Ensures proper scrutiny of all transactional documents submitted by the customer
• Addresses all transaction related enquiries i.e. pre, during & post transaction processing & escalations Ensures strong monitoring of all transactions & maintains accurate / strong MIS for the centralized desk
• Ensures frequent monitoring of all over-aged cases (deferrals, pending items, etc.) & appropriate escalation of the same in a timely & balanced manner to the senior management
• Handle day-to-day banking operations including financial and non-financial transactions which includes account opening, customer service requests, and backend processing as per defined SOPs.
• Ensure complete, accurate documentation as per the defined record management process for all financial and non-financial transactions.
• Monitor and maintain registers, MIS, and files for the audit purpose.
• Ensure efficient service discipline, and timely resolution of customer requests. Service:
• Responsible for tracking and monitoring FTNR and TAT for all financial and non-financial transactions processed at the desk
• Responsible for being updated on process and policy changes and guidelines with regards to KYC and AML guidelines, YES FIRST and YES FIRST Business processes and service parameters
• Ensures that all people, process, data & systems are well attended to deliver consistent & superior levels of service to all customers.
• Deliver personalized banking solutions to improve customer engagement and retention.
• Drive VOC improvements through empathy, ownership, and proactive communication.