Job Title: Insignia Service Manager

Grade: Manager/ Deputy Manager

Business Unit: Retail Banking

Experience (Min to Max):  5+ Yrs

Job Description:

• Attend to queries and service issues of preferred customers at the branch
• Adherence to Complaint Management guidelines, TAT, and escalation matrix. At least 98% of complaints must be resolved within TAT
• All customer requests, queries, and complaints should be routed through Service First and actioned on priority
• Be up-to-date with knowledge on products, services, and processes, KYC/AML requirements, escalation matrix &TATs to be able to service customers efficiently with required details
• Present a professional and organized approach in interaction with customers; provide complete and correct information to customers in the first instance. FTR for customer requests and queries should be above 98%
• Manage the record of complaints in the complaint register/file and handle the first level of complaint escalations at the branch
• Nil adverse comments in internal Service Audits and audits conducted by regulators on customer service
• Adherence to the BCSBI and other regulatory guidelines on customer service, provided from time to time
• All deferrals and exceptions sought should be regularized within the given timelines
• Ensure prompt action on regulatory queries and complaints (complaints from BO & RBI) as per laid down guidelines. No breach of deadlines on regulatory responses
• Ensure to hold customer service committee meetings in absence of the BCSM and share the report as per prescribed guidelines
• Ensure active usage of R Connect for onboarding and recording of all customer engagements /interactions
• Enhance the mapped relationship value as per the target
• Carry out migration to alternate channels, electronic modes of payments, and other services offered by the Bank. At least 90% of customers should have registered email IDs and at least 75% of customers should be active on the usage of internet banking
• Identify and cross-sell products of the Bank, LI, GI, TD, CASA, SIP, Asset & other liability products and achieve specified cross-sell business target