Client Service Manager
Published date: 2024/01/10
- Location: Mumbai, , Maharashtra, India
Company
Yes Bank is an Indian bank headquartered in Mumbai, India. It offers wide range of differentiated products for corporate and retail customers through retail banking and asset management services.
Job Title : Client Service Manager
About Job Role :
The role holder is responsible for managing the service queries and outbound campaigns servicing requirements of wholesale customers with specific reference to trade services, CMS, general banking operations. This will be fulfilled remotely using telephone, e mail and other automation channels. The incumbent will have to actively engage with Corporate customers to understand requirements and prepare execution plans in line with Banks policies and Compliance.
Keywords & Responsibility :
Responsible for ensuring that Corporate customers receive a professional and consistent high quality service in line or above industry standards. Core responsibility includes:
Point of contact for customer
• Manage the vendor resources in query assignment, resolution, tracking and communicating to clients.
• Develop direct contacts with key client so that escalations are managed in a timely and efficient manner.
• Responsible for knowing banks processes and ensure work is done First Time Right & drive fulfillment within product wise TAT.
• Responsible for day to day transactions and keep customers updated about the same.
• Escalate internally in case TAT is not met for any transaction before the escalation done by customers.
• Track repetitive services issues and get these updated/approved one time to cut delays.
• Maintain records and prepare monthly/regular MIS.
• Own and drive outbound campaigns in a cost effective manner with clear metrics
• Monitor and track vendor resource performance and sample checking of various communication outputs
• Ensures that customer gets all transaction advices, required reports/MIS without any reminders.
• Custodian of the service standards agreed upon by various support, relationship and product groups and ensuring adherence for customers under their jurisdiction.
Customer/Internal Engagement:
• Chalk out the plan to contact key customers every month to ensure that the service quality levels are being satisfied / exceeded
• Complete actionable in time and send closure report to customers.
• Regular meeting with RM/PSM/Ops for respective customers to update information/ feedback & opportunities.
Customer Information/Communication:
• Keep contact details and customer information sheet updated at all times.
• Keep updated about customer/industry news, events & requirements.
• Should be aware of pain points/ service variant which will be of key use to clien
Business Support
• Pro-active information and leads sharing with RM/PSM to further deepen the relationship.
• Assisting RM/PSMs with the necessary information required by them for business enhancement.
• Penetrate service products e.g. Internet Banking, Debit Card, Travel Cards.
• Ensure product/process/ technology level enhancements are taken up with RM/PSMs/relevant teams to simplify process and TAT based on client expectations.
Customer Complaints/Escalations:
• Responsible to ensure no complaint/escalation from client.
• Responsible for same day response to all service related complaints.
• Handle complaints to the satisfaction of customers.
• Escalate internally to resolve the complaints in specified TAT.
• Keep track of complaints to see any pattern.
• Suggest process changes in order to bring down any repetitive complaints.
Knowledge Enhancement: Should keep self-updated about
• Market/Economic environment.
• Latest financials/news & awards won by Yes Bank
• New YBL product launches for customer offering.
• Latest regulatory & bank guidelines
Cross Sell: Work with client for various cross sell opportunities
KNOWLEDGE & EXPERIENCE
KNOWLEDGE
Minimum Qualifications
• Graduate or Master’s degree
Professional Certifications
• Service related will be desired
Language Skills
• Fluent English and Regional Language skills (written and spoken) required
EXPERIENCE
Years of Experience
• 10- 12 years of relevant experience in Servicing corporate clients/ Wholesale Branch/ Operations with at most being in a Corporate Banking / Servicing environment.
Nature of
Experience
• Corporate Banking Sales , Operations , Service RM , Cash Management Experience & Trade related services, Customer servicing will be mandatory for at least 6 years
Yes Bank is an Indian bank headquartered in Mumbai, India. It offers wide range of differentiated products for corporate and retail customers through retail banking and asset management services.
Job Title : Client Service Manager
About Job Role :
The role holder is responsible for managing the service queries and outbound campaigns servicing requirements of wholesale customers with specific reference to trade services, CMS, general banking operations. This will be fulfilled remotely using telephone, e mail and other automation channels. The incumbent will have to actively engage with Corporate customers to understand requirements and prepare execution plans in line with Banks policies and Compliance.
Keywords & Responsibility :
Responsible for ensuring that Corporate customers receive a professional and consistent high quality service in line or above industry standards. Core responsibility includes:
Point of contact for customer
• Manage the vendor resources in query assignment, resolution, tracking and communicating to clients.
• Develop direct contacts with key client so that escalations are managed in a timely and efficient manner.
• Responsible for knowing banks processes and ensure work is done First Time Right & drive fulfillment within product wise TAT.
• Responsible for day to day transactions and keep customers updated about the same.
• Escalate internally in case TAT is not met for any transaction before the escalation done by customers.
• Track repetitive services issues and get these updated/approved one time to cut delays.
• Maintain records and prepare monthly/regular MIS.
• Own and drive outbound campaigns in a cost effective manner with clear metrics
• Monitor and track vendor resource performance and sample checking of various communication outputs
• Ensures that customer gets all transaction advices, required reports/MIS without any reminders.
• Custodian of the service standards agreed upon by various support, relationship and product groups and ensuring adherence for customers under their jurisdiction.
Customer/Internal Engagement:
• Chalk out the plan to contact key customers every month to ensure that the service quality levels are being satisfied / exceeded
• Complete actionable in time and send closure report to customers.
• Regular meeting with RM/PSM/Ops for respective customers to update information/ feedback & opportunities.
Customer Information/Communication:
• Keep contact details and customer information sheet updated at all times.
• Keep updated about customer/industry news, events & requirements.
• Should be aware of pain points/ service variant which will be of key use to clien
Business Support
• Pro-active information and leads sharing with RM/PSM to further deepen the relationship.
• Assisting RM/PSMs with the necessary information required by them for business enhancement.
• Penetrate service products e.g. Internet Banking, Debit Card, Travel Cards.
• Ensure product/process/ technology level enhancements are taken up with RM/PSMs/relevant teams to simplify process and TAT based on client expectations.
Customer Complaints/Escalations:
• Responsible to ensure no complaint/escalation from client.
• Responsible for same day response to all service related complaints.
• Handle complaints to the satisfaction of customers.
• Escalate internally to resolve the complaints in specified TAT.
• Keep track of complaints to see any pattern.
• Suggest process changes in order to bring down any repetitive complaints.
Knowledge Enhancement: Should keep self-updated about
• Market/Economic environment.
• Latest financials/news & awards won by Yes Bank
• New YBL product launches for customer offering.
• Latest regulatory & bank guidelines
Cross Sell: Work with client for various cross sell opportunities
KNOWLEDGE & EXPERIENCE
KNOWLEDGE
Minimum Qualifications
• Graduate or Master’s degree
Professional Certifications
• Service related will be desired
Language Skills
• Fluent English and Regional Language skills (written and spoken) required
EXPERIENCE
Years of Experience
• 10- 12 years of relevant experience in Servicing corporate clients/ Wholesale Branch/ Operations with at most being in a Corporate Banking / Servicing environment.
Nature of
Experience
• Corporate Banking Sales , Operations , Service RM , Cash Management Experience & Trade related services, Customer servicing will be mandatory for at least 6 years
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