Customer Service Manager

1 month ago

Hyderabad, India DBS Bank Full time
Customer Service Manager-(WD55001)

Position Title : Customer Service Manager

Department :SME

Reports To :Customer Experience Manager

Job Purpose (In a brief, specific one or two-sentence statement, answer the questions: "Why does this position exist?" and "What is it expected to accomplish?")

To Manage customer service for MSME Clients

Ensure Best in class customer experience, handhold customer for transaction and closely work with operations to ensure timely processing of transaction

Key Accountabilities (List the expected end results or KPIs that the incumbent is expected to achieve for this job.Do not list more than 5)

Ensure NTB relationships of SME are engaged in a timely manner which will deepen wallet share & ensure quick activation.

·Report all Suspicious Transactions to regional head and head customer experience

Maximise customer satisfaction, retention and cross sell opportunities by maintaining “Top Of the Class” service standards in all client interactions (both internal clients and external clients).

·Maintain high level of knowledge across Cash Management Products, Trade Products. Is expected to possess a good understanding of banking operating modules and should also be well versed with FEMA guidelines.

·Ensure customer concerns and complaints are satisfactorily resolved within the committed timelines.

Responsible for managing face to face interactions with walk-in customers at the counter and initiate telephonic interactions with other key influencers and stake holders towards superior service delivery.

·Coordinate with Trade Operations / Service Desk for all queries relating to L/C’s, Guarantees, Buyers Credit etc. and so also on other Cash Backed Products.

·Ensure the customer transactions as processed by operations as per laid down operating procedures and with strict adherence to the laid down TAT’s.

·Comply with all internal process and compliance guidelines.

Experience (Indicate nature and extent of work experience including number of years required, if applicable.)

1.Minimum 2 to 3 years of customer’s service experience in banking / financial services industry.

2.Prior experience of banking and financial services will be preferable and an added advantage.

Education / Preferred Qualifications (List the minimum and preferred qualifications required to perform all essential functions, including field of study)

Graduate / Post Graduates from Reputed Institutes.

Core Competencies (State the qualities, skills, behaviours and attitudes that the incumbent must possess in order to perform the responsibilities of this position.)

1)Be a self starter and a Go getter.

2)Good understanding of the sales process, sound technical knowledge of Banking Operations and Processes.

3)Good customer and relationship management skills.

4)Good interpersonal and communications skills.

5)Good problem solving, planning & organising skills.

6)High Emotional Intelligence required to connect with and help customers.Ability to think aloud and empathise with customers.

Technical Competencies (List the technical knowledge and skills required for this position.)

1)Sound understanding of cash management & trade products and associated technology platforms and operational procedures.

2)Understanding of regulatory guidelines on banking by RBI (local regulations in India) and local laws and regulations that impact businesses in general. Understanding of KYC requirements are critical.

3)Knowledge of financial markets and products to assist in meaningful dialogue with clients.

4)Strong understanding of KYC requirements and Anti money laundering policies.

Work Relationship (State the essential working relationships with superiors, peers and subordinates as well as external parties which will contribute directly to the successful accomplishment of this job.)

1)Possess good working relationship and a high degree of team spirit and cooperation with relationship groups, viz., RMs as well as service partners in the bank such as Product Mgt, Operations, Finance, Legal etc, so as to ensure seamless delivery of products to our clients and business growth and smooth functioning of the branch as a whole.

2)Establish rapport with our corporate clients so as to win their business, confidence and trust.

3)Work closely with Sales and Product teams in India.

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    Customer Service Manager-(WD55001) Position Title : Customer Service Manager Department :SME Reports To :Customer Experience Manager Job Purpose (In a brief, specific one or two-sentence statement, answer the questions: "Why does this position exist?" and "What is it expected to accomplish?") To Manage customer service for MSME Clients ...

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