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Assistant Vice President, Embassy Relationship Manager, Consumer Banking Group

Actively Reviewing

DBS Bank

Chennai Full-Time 4–8 yrs exp Posted 2 months ago

Job Description

Position Title: Embassy Service Manager

Department: CBG / NDS

Rank: Sr Officer/Analyst

Reports To: TL-Embassy Segment

Job Purpose

Differentiated Customer Experiences – Leading through Service

Key Accountabilities

Embed service culture for all customer touchpoints particularly complaint resolution and client communication.

Job Duties & Responsibilities

Providing service to Embassy accounts and diplomats.
Closely working with Embassy RM’s on day to day basis.
Take ownershp and be accountable for all customer service requests / issues: updating CRM, end to end customer complaint journey management; first time resolution, doing things right the first time-
Embed the service culture for all customer touchpoints particularly complaint resolution and client communication
Ensure risk and governance factors of the branch are always monitored and addressed. Potential breaches must be highlighted immediately
Increase customer satisfaction scores - Minimum CSS and Problem Resolution scores of 4.1 for the Cluster, brand awareness and customer preference indicators
Support the CSOs (Client Service Officers) on daily BAU as per requirement
Co-ordinate with support functions for ad-hoc banking related requirement received from clients
Customer service lobby management (client walk-ins) Diplomats and Embassy bearers
Maintain and grow relationships with each Treasure client by ensuring and establishing individual connect outside of CCM
Account Opening and static data STP to be maintained at >80% or as per targets decided by Senior Management.
Resolution of all branch requests and enquiry within stipulated TATs

Required Experience

Minimum 6-7 years of front line client experience with a leading bank or financial institution.

Education / Preferred Qualifications

Graduate/Postgraduate

Core Competencies

Take ownership and be accountable for all customer issues: updating CRM, end to end customer complaint journey management; first time resolution, doing things right the first time-
Embed the service culture for all customer touchpoints particularly complaint resolution and client communication
Ensure risk and governance factors of the branch are always monitored and addressed. Potential breaches must be highlighted immediately
Increase customer satisfaction scores - Minimum CSS and Problem Resolution scores of 4.1 for the Cluster, brand awareness and customer preference indicators
Support the CSOs (Client Service Officers) on daily BAU as per requirement
Co-ordinate with support functions for ad-hoc banking related requirement received from clients
Customer service lobby management (client walk-ins) for Diplomat and Embassies
Maintain and grow relationships with each Diplomat client by ensuring and establishing individual connect outside of CCM
Account Opening and static data STP to be maintained at >80% or as per targets decided by Senior Management.
Resolution of 95% of branch requests and enquiry within stipulated TATs
Ensure resolution of 100% complaints within 1 day

Technical Competencies

Should have knowledge on banking terminologies, branch banking processes, digital banking, UPI
Should be well versed with MS -Office applications like WORD, EXCEL, POWER POINT

Work Relationship

Complete all pending risk reviews, CRM, AML, Re-KYC, EWSS & Surveillance alerts and ensuring no alerts remain over-due.
Ensure all Embassy and Diplomat clients are given priority processing and attention
Ensure timely closure of Deferrals taken within the stipulated timelines

DBS India - Culture & Behaviors

Performance through Value Based Propositions
Ensure customer focus by delighting customers & reduce complaints
Build pride and passion to protect, maintain and enhance DBS’ image and reputation
Enhance knowledge base, build skill sets & develop competencies
Execute at speed while maintaining error free operations
Maintain the highest standards of honesty and integrity