successfactors
Director - Affluent Relations
Standard Chartered
Mumbai, IND
Full-time
Senior
Onsite
Discovered 3 weeks ago
CEMS
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Role Overview
Servicing existing and 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.
Key Skills for This Role
CEMS
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Job Summary
Servicing existing and 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.
Key Responsibilities
- Strategy
- Maximize sales performance to achieve given revenue targets (self and branch) through liability products [Current /Savings /Term deposits], wealth management products and asset related products (secured, unsecured) • Generate new business via sales promotions, out-marketing calls and presentations and in-branch contacts • Participate actively in branch sales planning to generate action plans for meeting targets • He/She is aware of bank’s Mis-selling & Sales Policies and ensure adherence all the times. • Ensure high level of customer service in the Branch. Manage difficult customer situations • Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections • 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 • Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints • 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 • Take responsibility for general reconciliation and control activities • Find ways to improve operational efficiency and control costs to meet cost budgets • Be multi-skilled to handle all kinds of transactions and services in the bank
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