Analyst ,Treasures Service Manager

• Differentiated Customer Experiences – Leading through Service

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

• Ensure each client escalation is owned and closed within 24 hours. In case of exceeding 24 hours TAT, client is informed on a periodic basis by yourself on delay and resolution date.
• Adhering to the Service Management Principles: Increase client interactions and ensure that they are handled as per the RED Service standards –
• Mandatory 100% coverage and contact-ability of all clients under various service led campaigns in CRM
• 100% mandatory coverage of all qualified Treasures every quarter
• Ensure 100% implementation of CBG Client Contact Management Policy
• Ensure 20 Unique clients are covered every month under CCM, and details updated in CRM or as per applicable target.

Minimum 6-8 years of front line client experience with a leading bank or financial institution.

• Graduate/Postgraduate

• 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
• Support the sales team to acquire 60% of the customers digitally – IWealth, Pweb, etc.
• 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 mapped branches
• 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 95% of branch requests and enquiry within stipulated TATs
• Ensure resolution of 100% complaints within 1 day

• Should have knowledge on banking terminologies, branch banking processes, digital banking, UPI
• Preferred to have working experience on CRM applications
• Should be well versed with MS -Office applications like WORD, EXCEL, POWER POINT

• Complete all pending risk reviews, CRM, AML, Re-KYC, EWSS & Surveillance alerts and ensuring no alerts remain over-due.
• Ensure on time calling for all I-Wealth leads
• Ensure TRE and Global Indian clients are given priority processing and attention
• Ensure timely closure of Deferrals taken within the stipulated timelines

• 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

Thillainagar, Trichy

Customer Service

Regular

Full time