ROLE & RESPONSIBILITIES

Business/ Department

Objectives:

Retail bank -Suvidha Service

Service Manager for the Citi Priority (SKY) segment

Core Responsibilities (Service Deliverables):

- Managing Citi Priority/ SKY Pammed customers, ensuring swift handling of queries and concerns

- Ensuring NIL presidential, Regulatory and ERU escalations for the portfolio assigned

- Undertaking various initiatives to meet service deliverables and ensure a high level of engagement with the customer.

- Coordination with the operations team effectively to ensure seamless execution of customer instructions.

- Close monitoring and reduction of instruction INEXs (rejects)

- Ensure complete control on daily service deliverables - SLS/NSDL/ AIR/referral queries.

Clearing Activity - Clearance of all MICR/ ECS/ACH queues within the given timeline

- Handling of Inward/ Outward remittance and close looping relevant queries

 Day-to-Day Responsibilities (Compliance and Controls) :

- Ensuring that all regulatory, statutory & compliance deliverables /standards are met.

- Timely reporting and closure on WAU, NSDL alerts, AIR, etc.

- Timely submission of trails for MCA and other compliance deliverables.

- Working towards achieving a satisfactory audit rating.

- Complete adherence to all KYC and AML policies

- Managing vendor agreements, billings, TPISA, if any.

- Ensure that compliance issues are resolved with urgency and escalated a timely manner

Individual Contributor (IC)/Managerial

Individual Contributor

Key Deliverables:

- Ensure that customer issues/ queries are resolved with urgency

- Undertaking digital / process re-engineering initiatives to meet service deliverables.

- Ensure full compliance to regulatory / AML/ KYC requirements whilst managing customer expectations

Percentage of Travel : No

Relocation : As per requirement

Other : NA

QUALIFICATIONS

Education :

Bachelor's degree or equivalent with relevant experience

Experience :

Required

18 Months in the current role / 3-5 Years (For External Candidate)

Preferred

Experience in Banking / NBFC Service / Fintech Operations/ Hospitality Industry

Skills Required :

- Strong orientation to customer service

- Strong interpersonal skills

- Strong written and verbal communications skills

- Be self-driven and enthusiastic

Preferred

- Product Knowledge

- Ability to multitask and manage all facets of the job

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