JOB PURPOSE: To support the Area Manager & Relationship Managers to grow their assigned portfolio of liabilities customers in defined geographical markets covering service and customer support related activities KEY ACCOUNTABILITIES: This section shall not be customised to reflect accountabilities which may be unique to one role. Please use Section 5 to capture any accountabilities specific to the role which are over and above those mentioned in this section.

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  Customer Excellence :

o Formulate & manage end to end process for all customer communication o Ensure adherence to customer complaint management process by ensuring effective coordination with internal team members, product managers and relevant stakeholders. o Responsible to engage with process owners and internal stakeholders for the purpose of NPS monitoring and achieve benchmark scores for the unit o Support implementation of KYC related projects and initiatives o Ensure the On-boarding/KYC team processes cases within agreed TAT / SLA. o Receive inbound customer calls redirected to RMs by Branches / Call Center / Client Services and attend till resolution of complaint / query response. o Obtain customer information and reply to AML alerts raised on assigned accounts within timelines.Co-ordinate for issuance of Liability letter / No Liability letter and subsequent settlement of loan o Seek approval and follow-up for reversal of charges incorrectly debited and not as per Schedule of Charges in Agreed charges. o Co-ordinate with Customer and Branch in case of call back failures at Branches for transactions. Retrieve and provide bank statement to customers as per request.. o Arrange high value cash withdrawals / arranging approval for foreign currency withdrawals o Co-ordination with branch for special clearing of cheques, delivery of return cheques to customer PO box. o Co-ordination with branch for issuance of foreign currency demand drafts / manager\xe2\x80\x99s cheque o Follow up with branch for tracking of requests (in case of direct submission of requests in branch eg: TT requests / any other maintenance reques o Pro-actively work to maximize customer satisfaction and requirements of clients. Analyze process issues to streamline the overall customer experience Job Context \xc2\xa7 Evaluate Existing Business Processes & propose Process Improvements \xc2\xa7 Creates processes and integrates voice of the customer insights into cross-functional action plans. \xc2\xa7 Drives root cause analysis and work with all channels to identify and implement business process improvements that will prevent recurrence of issues \xc2\xa7 Formulate & manage end to end process for all customer communication FRAMEWORKS, BOUNDARIES, & DECISION MAKING AUTHORITY: \xc2\xa7 Process excellence \xc2\xa7 Customer experience