Officer, Embassy Service Manager, Consumer Banking Group

• *Key Accountabilities**

Embed service culture for all customer touchpoints particularly complaint resolution and client communication.

• *Job Duties \& responsibilities**

• Providing service to Embassy accounts and diplomats.
• Closely working with Embassy RM’s on day to day basis.
• Take ownership and be accountable for all customer service requests / issues: updating CRM, end to end customer complaint journey management; first time resolution, doing things right the first time\-
• Embed the service culture for all customer touchpoints particularly complaint resolution and client communication
• Ensure risk and governance factors of the branch are always monitored and addressed. Potential breaches must be highlighted immediately
• Increase customer satisfaction scores \- Minimum CSS and Problem Resolution scores of 4\.1 for the Cluster, brand awareness and customer preference indicators
• Support the CSOs (Client Service Officers) on daily BAU as per requirement
• Co\-ordinate with support functions for ad\-hoc banking related requirement received from clients
• Customer service lobby management (client walk\-ins) Diplomats and Embassy bearers
• Maintain and grow relationships with each Treasure client by ensuring and establishing individual connect outside of CCM
• Account Opening and static data STP to be maintained at \>80% or as per targets decided by Senior Management.

Resolution of all branch requests and enquiry within stipulated TATs

• *Required Experience**

Minimum 6\-7 years of front line client experience with a leading bank or financial institution.

• *Education / Preferred Qualifications**

Graduate/Postgraduate

• *Core Competencies**

• Take ownership and be accountable for all customer issues: updating CRM, end to end customer complaint journey management; first time resolution, doing things right the first time\-
• Embed the service culture for all customer touchpoints particularly complaint resolution and client communication
• Ensure risk and governance factors of the branch are always monitored and addressed. Potential breaches must be highlighted immediately
• Increase customer satisfaction scores \- Minimum CSS and Problem Resolution scores of 4\.1 for the Cluster, brand awareness and customer preference indicators
• Support the CSOs (Client Service Officers) on daily BAU as per requirement
• Co\-ordinate with support functions for ad\-hoc banking related requirement received from clients
• Customer service lobby management (client walk\-ins) for Diplomat and Embassies
• Maintain and grow relationships with each Diplomat client by ensuring and establishing individual connect outside of CCM
• Account Opening and static data STP to be maintained at \>80% or as per targets decided by Senior Management.
• Resolution of 95% of branch requests and enquiry within stipulated TATs

Ensure resolution of 100% complaints within 1 day

• *Technical Competencies**

• Should have knowledge on banking terminologies, branch banking processes, digital banking, UPI

Should be well versed with MS \-Office applications like WORD, EXCEL, POWER POINT

• *Work Relationship**

• Complete all pending risk reviews, CRM, AML, Re\-KYC, EWSS \& Surveillance alerts and ensuring no alerts remain over\-due.
• Ensure all Embassy and Diplomat clients are given priority processing and attention

Ensure timely closure of Deferrals taken within the stipulated timelines

• *DBS India \- Culture \& Behaviors**

• Performance through Value Based Propositions
• Ensure customer focus by delighting customers \& reduce complaints
• Build pride and passion to protect, maintain and enhance DBS’ image and reputation
• Enhance knowledge base, build skill sets \& develop competencies
• Execute at speed while maintaining error free operations
• Maintain the highest standards of honesty and integrity

• *Location:**

Mumbai

• *Job:**

Customer Service

• *Schedule:**

Regular

• *Employee Status:**

Full time