successfactors
Client Service Manager - Distribution Network
Standard Chartered
Patna, IND
Full-time
Entry · 1+ years experience
Onsite
Discovered 3 weeks ago
Free
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Key Responsibilities
- 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 turnaround 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 benchmark, 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 • He/she is aware of bank’s Mis-selling & Sales Policies and ensure adherence all the time. • 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
Skills and Experience
- Addressing Customer Needs • Anti-money Laundering Policies and Procedures • Bank Account Features and Services • Customer Experience Management • Customer Interaction • Customer Retention
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