Assistant Service Manager, Treasures
DBS Bank
Mumbai, India
4d ago

Job Purpose (In a brief, specific one or two-sentence statement, answer the questions : "Why does this position exist?" and "What is it expected toaccomplish?

Overall responsibility is to provide superior and efficient service,directly and through the team for all WM clients both proactive and reactivebasis.

KeyAccountabilities (List the expected end results or KPIs that thejob holder is expected to achieve for this job. Do not list more than 5)

  • Design and implement processes with limitedhandoffs
  • Establish sales audit process to capture anymis-selling
  • Develop MIS to capture all the key drivers astemplated
  • Design and implement training programmes forthe team members
  • Establish WM service as the best in classunit within the target segment
  • Establishrobust indicators to track service delivery JobDuties & responsibilities (List the principalduties. Use concise statements that provide a clear understanding of the levelof responsibility, complexity, creativity and analysis performed in thisposition.)

  • Develop and monitorservice scorecards for the branch
  • Develop and monitorSLAs with support units for delivering best in class service
  • Develop and monitorturnaround times for each transaction and institute processes to track andmonitor the same
  • Implement Customersatisfaction surveys and establish the business at one of the best in theindustry
  • Implement trainingprograms for all team members on customer service, contact management
  • Track end to end Complaintmanagement and resolution and do root cause analysis where required
  • Work closely withSales in marketing program to ensure quality customers education process.
  • Develop trainingmaterials and coordinate training for all staff.
  • Manage KYC and allcompliance related processes in the business
  • To ensure teams compliance with Group Policy andStandards on Money Laundering Prevention or local regulatory requirements forthe prevention of money launderingIndia-

    DelhiCustomer ServiceRegularFull-timeMay 14, 2019, 1 : 05 : 57 AM

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