Customer Service Manager, Priority Banking - Gurgaon, India - Standard Chartered Bank

    Standard Chartered Bank
    Standard Chartered Bank Gurgaon, India

    2 weeks ago

    Standard Chartered Bank background
    Full time
    Description

    Role Responsibilities

    Servicing primarily walk-in customers to fulfill the specific transactional requirements of the customer through high quality customer service while increasing product penetration through cross sell and achieving allocated portfolio and revenue targets.

  • 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 within standard turn around time in order to satisfy customer needs
  • Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
  • Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints
  • Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
  • 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 as per applicable guidelines
  • Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff
  • Contribute to branch performance through referrals, efficient customer service, effective operations controls
  • Candidate is aware of bank's Mis-selling & Sales Policies and ensure adherence all the times.
  • Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & 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. Branch upkeep and maintenance

    • Responsible for health and safety 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

    • Risk Management

  • Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC.
  • Ensure compliance with the above policies on an ongoing basis and reported any suspicious transaction immediately to the supervising officer.
  • Ensure full awareness of all policies relating to operational risk, sales processes, misselling, etc. and comply with the same
  • Read, understand and comply with all provisions of the Group Code of Conduct.

    • Our Ideal Candidate

  • Post Graduate, consistent academic career
  • Extensive sales experience (2 to 5 years)
  • Sales focused and highly target oriented
  • Able to pick up new concepts quickly
  • Able and excited about going out to meet new customers
  • Competitive awareness & benchmarking
  • Excellent communication, interpersonal & relationship building skills
  • Banking knowledge
  • Management Information Skills
  • Good Interpersonal Skills

    • Role Specific Technical Competencies

  • Diligent & Punctual
  • Knowledgeable about the role
  • Certified with relevant courses
  • Confident
  • Fluent in Language
  • Banking Exposure
  • Management Information Skills
  • Good Interpersonal Skills
  • Customer and Service Oriented