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18/11 Dhanaprreet Garg
HR at Mirus

Views:191 Applications:82 Rec. Actions:Recruiter Actions:0

Manager - Client Servicing - Corporate & Institutional Banking (8-12 yrs)

Mumbai Job Code: 136439

Looking to hire for an NBFC:

- This role is responsible for on-time-in-full end-to-end service delivery for all Institutional customers through a team of executives who would be centrally located. 

- The tasked would be end-to-end resolution of all types of queries, requests and complaints received through all other channels like phone, email, social media, portal and chatbot.

- The traditional way of receiving request from customers are through their respective relationship managers, which also needs to be resolved.

- The role is also responsible to work on increasing the queries from offline to online mode. The role needs to work on CRM implementation for C&I and EM customer base.

- Planning & Execution: Participate in creating branch experience strategy of organization; be responsible for end-to-end execution through team. Work with the business product teams to drive the CRM for C&I and EM verticals.

- Channel Service Delivery: Attend to & resolve service requests for customers pertaining to all institutional LOB received through other channels like Phone, Email and Web Portal . Working with the business product team, Marketing team to drive the channel penetration for the customers.

- Quality & Efficiency: Ensure adherence to SLA parameters and productivity levels of team members

- Customer Advocacy: Responsible for branch service NPS scores measured via Mission Happiness

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