New job Senior Service Manager in Chandigarh

Senior Service Manager

Company : Yes Bank
Salary : Details not provided
Location : Chandigarh

Full Description

KEY RESPONSIBILITIES/ ACCOUNTABILITIES


Strategic/ Managerial Responsibilities
N / A


Core Responsibilities
Account Maintenance:
  • Responsible for processing YES Private account opening, account instructions, account modifications and service requests as per YBL guidelines within TAT.
  • Handles customers’ enquiries and instructions, whilst ensuring that the Bank’s delivery standards are met in achieving total customer satisfaction e.g. timely checking of customer service requests for completeness, correctness and accuracy in documentation and processing the request with the defined program level TAT’s
  • Ensures adherence to process & documentation standards
  • Ensures pro-active & sustained liaison with NOC, Product Team, Program Team, Sales RM, etc. wherever required
  • In case of discrepancies raised, regular follow up with RM/ resolving unit
  • Ensures timely follow up with the resolving unit for prompt and proper closure of the service request
  • Regular contact with YES Private clients for processing of their requests, monitoring, tracking and ensuring that the customer is informed on the status of his service request.

Transactions:
  • Ensures proper scrutiny of all transactional documents submitted by the customer
  • Addresses all transaction related enquiries i.e. pre, during & post transaction processing & escalations Ensures strong monitoring of all transactions & maintains accurate MIS
  • Ensures frequent monitoring of all over-aged cases (deferrals, pending items, etc.) & appropriate escalation of the same in a timely & balanced manner to the senior management
Service:
  • Responsible for tracking and monitoring of FTNR and TAT for all YES Private service requests processed at the branch
  • Responsible for being updated on process and policy changes and guidelines with regards to KYC and AML guidelines, YES Private, processes and service parameters
  • Responsible for timely escalations in order to prioritize and resolve the complaints within TAT
  • Reviews customer queries, requests and complaints to further identify process improvements is any
  • Introduction and Service Calling to mapped customers along with proactive communication / engagement
Audit & Compliance:
  • Ensures compliance with all internal, regulatory and statutory requirements as relevant for various product and services
Others:
  • Building synergy with internal and external stakeholders for optimal service delivery.
  • Maintain customer privacy & ensures that there is no compromise on customer information with third party.
  • Maintain & follow Yes Personality guidelines & keep oneself updated with basic Banking regulations/knowledge



Qualifications

SECTION IV: KEY INTERACTIONS


Key Internal Interactions
Purpose of Interaction


NOC
  • Coordinate to close for account instructions


Resolving Units

  • Connect for closure of service requests

SECTION V: KNOWLEDGE & EXPERIENCE


KNOWLEDGE


Minimum Qualifications
  • Bachelor’s degree
  • Master’s degree is preferred


Language Skills
  • Written and spoken English is essential


EXPERIENCE


Years of Experience

A minimum of 5 years of relevant experience with at least 3 years in Banking


Nature of
Experience
  • Prior experience in BFSI Sector


SECTION VI: COMPETENCIES & KEY PERFORMANCE INDICATORS


BEHAVIORAL COMPETENCIES


Core Competencies
Competency Name
Behaviors


  • Customer Focus
  • Listens to and demonstrates an understanding of customers’ stated needs
  • Delivers customer value through timely and quality execution
  • Develops an understanding of problems and employs existing or new methods to find solutions


  • Professional Entrepreneurship
  • Takes proactive and constructive action at work with little or no direction from others
  • Displays responsibility for problems, initiatives and tasks that lie within the domain of own role


  • Drive for Results
  • Seeks to understand the rationale for key decisions and understands implications for own role/ actions
  • Displays a sense of urgency to deliver outcomes as per stated timelines
  • Reacts to challenges by displaying an optimistic demeanor


  • Influence and Impact
  • Uses simple persuasion techniques to achieve the desired result / action / commitment from others
  • Responds to stated requirements of internal/ external stakeholders by keeping a solution-oriented mindset


  • Quality Focus
  • Ensures adherence to quality standards in work/service delivery, identifies opportunities for improvement in routine course of work
  • Adheres to laid down systems, procedures and identifies opportunities to enhance efficiency in own sphere of work through incremental improvement


Leadership Competencies
Competency Name
Behaviors


  • NA
  • NA


  • NA
  • NA


  • NA
  • NA


TECHNICAL COMPETENCIES

Technical Competencies
  • Knowledge of banking operations and regulatory guidelines
  • Team Management
  • Risk Management
  • Service Excellence
  • Audit & Compliance



Primary Location

Chandigarh - Chandigarh

Department

Credit Cards

Sub-Department

YES Private

Job Type

Standard

Shift

Day Job

Schedule

Full-time

Employee Status

Regular

Posted On

26.05.2021

Work Location

Chandigarh


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