Customer Service Manager

2 weeks ago

Chennai, India Standard Chartered Bank Full time

Role Responsibilities

Ensuring high quality customer service, ensuring internal and external compliance on all branch transactions, handling difficult customer situations and leading the overall service agenda for the branch.

Ensure high level of customer service and manage difficult customer situations. Ensure resolution of all complaints received for branches through COMMAND. Gather/prepare statistics for service quality and productivity indicators Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections Find ways to improve operational efficiency and control costs to meet cost budgets Ensure transactions are processed with a high level of accuracy and commitment in order to satisfy customer needs Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities Responsible for general reconciliation and control activities Be multi-skilled to handle all kinds of transactions and services in the bank Manage attrition of the base Ensure candidate is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, Know Your Customer & Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.

Premises management in areas of merchandising, housekeeping as well as store management as an employee, you are responsible for working with the Bank to ensure a safe and healthy workplace for all. As part of the Health and Safety guidelines you should:

Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; Co-operate with Management to support and promote Health and safety in the workplace; Ensure that your actions do not put others at risk; Work in a healthy and safe manner; Encourage others to work in a healthy and safe manner; Report all accidents and incidents; and Bring to the attention of the management any hazard in the workplace

Other Responsibilities

Motivating and guiding a team of front-office staff in order to achieve and exceed sales and service targets for the branch.

Our Ideal Candidate

Graduate/ Post Graduate Customer Orientation Anywhere between 1 - 4 years of overall experience Banking knowledge Understanding of front and back office processes and procedures Good Interpersonal Skills Strong Communication Skills Team-playing ability

Role Specific Technical Competencies

Good in Systems/ Microsoft Office At least 5-6 years of overall experience

Banking knowledge

Leadership skills Strong Communication Skills Customer Orientation Sales Focus

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