Regional Head- Service and Operation
- Skill Ventory
- 10 - 20 years
- Mumbai
- 4 years ago
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Job Description
Roles and Responsibilities
Service & Quality:Ensures that all people, process, data & systems in the branch are well attuned to deliver consistent
& superior levels of service to all customers.
Ensures that adequate records & data pertaining to customer queries and complaints is maintained
& analyzed for achieving greater process efficiency.
Monitors and analyses of various data points & reports that have bearing on Customer Service &
process adherence daily / weekly
Collaborates with product and operations teams to roll out new systems.
Coordinates with relationship managers and meet / interact with key clients on a periodic basis to
take stock of service levels and customer satisfaction.
Ensures implementation of all customer service initiatives rolled out from HO.
Conducts Monthly Branch Service Committee meetings that involves selected critical customers
invited in the branch whose feedback is solicited to improve service quality levels
Oversees implementation of 5S, ISO 9001:2000, Six Sigma standards & meets/exceeds set quality
parameters conforming to the standards.
Liabilities & Investment Management Process - Account Opening & Maintenance:
Ensures compliance with KYC requirements.
Ensures timely delivery of customers enquiries and instructions, whilst ensuring that the Banks
delivery standards in achieving total customer satisfaction are met e.g. timely checking of account
opening documentation, opening of accounts etc.
Ensures adherence to process & documentation standards (e.g., forms/checklists, welcome calling,
approvals, etc.)
Ensures pro-active & sustained liaison with NOC, Product, Sales RM, RHs etc. where required.
Ensures timely follow up with RHs for resolution of any outstanding deferrals.
Job Classification
Industry: BankingFunctional Area: BFSI, Investments & Trading, Role Category: Banking OperationsRole: Banking OperationsEmployement Type: Full timeEducation
Under Graduation: Any GraduatePost Graduation: Post Graduation Not RequiredDoctorate: Any Doctorate, Doctorate Not RequiredContact Details:
Company: Skill VentoryLocation(s): MumbaiWebsite: http://jobs.skillventory.com+ View Contact
Keyskills: process Ensures that all people data & systems in the branch are well attuned to deliver consistent
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