Manager- PCG Client Services

JOB PURPOSEThis role is primarily responsible for attending and resolving customer queries with high degree of efficiency thereby enhancing customers experience with FAB. Deliver timely service to internal and external customers in adherence to the policies and procedures.KEY ACCOUNTABILITIESPolicies Systems Processes & ProceduresEnsure complete adherence to the policies and procedures laid down by FAB without any compromise to controls set as per departments SOPs.Review SOPs as per the Audit and RMU requirement for all PBO-Clients Services Unit and productsMonitor process related controls to ensure protection to the bank from all identified risks.Ensure conformance to internal procedures / policies / guidelines and regulations as applicable.Continuous ImprovementEncourage/educate customers to avail various banking avenues to improve overall customer experience.Institutionalizing best practices establishing service quality standards and improving service deliverables to customers.ReportingPrepare unit level statistics data with respect to customer emails & telephone calls in connection with operational issues and services related to queries of PCG customers.Generate periodic reports for effective decision making.Job Specific AccountabilitiesSupport Relationship Management Teams by providing operational services to their clients in liaison with other internal departments.Ensure timely endeavour to enhance the client experience by servicing clients and providing them with operational & administrative support.Adhere & ensure conformance to all internal procedures policies and other regulatory guidelines as applicable.Ensure best in class service to Internal and external customers to avoid any escalations and provide 24X7 services to VVIP clients.Maintain confidentiality of customer Sensitive information at all times ensure safe custody of documents & customer records.Participate actively in the various initiatives from the unit and pan bank projects as delegated.QualificationsMinimum QualificationBachelors Degree / Higher DiplomaMinimum ExperienceMinimum 2 years of related work experience in banking industryRemote WorkNoEmployment TypeFull-time#J-18808-Ljbffr