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


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