Manager- CCS - Centers

Job Description

JOB PURPOSE:

To support Relationship Management Teams by providing operational services and support to their clientele, allowing them to focus on business growth and building new relationships for the bank.

KEY ACCOUNTABILITIES:

Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner

• Always demonstrate compliance to organisation's values and ethics to support the establishment of a value drive culture within the bank.
• Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.
• Assist in the preparation of timely and accurate statements and reports to meet department requirements, policies, and quality standards.

Job Context

Specific Accountability

The key objective of the Manager would be to act as a liaison between clients and other internal departments of the bank.

Manager would endeavor to enhance the client experience by servicing clients and providing them with
operational and administrative support.

Manager would also provide advisory service to educate clients on account services and capabilities, usage of eChannel's, banking regulations and regulatory requirements as specified by the relevant authorities.

Manager serves the complete set of CIB clients which includes:

1. Attend to client service requests and arrange to provide appropriate service either directly or by interacting with other Internal Departments or branches.
2. Attend to client issues and grievances and resolve or provide solution. Also work on mitigating the factors that resulted in the client complaint/ grievance.
3. Collect appropriate documentation required as per bank's / regulatory requirement.
4. Assist the VP and Head of CCS in the Service Level Agreements with clients in order to manage client expectations. To assist in reviewing the SLAs at agreed frequency to ensure smooth operations and scheduled delivery of services.
5. Timely and effective communications to be maintained with clients and internal stakeholders.
6. Manage up-to-date records of all correspondences and handled/ resolved queries and service requests.
7. Responsible for all security items held under their custody and assure to obtain all proof of delivery as per the bank policy and procedure.
8. Study and identify areas of improvement guarding the risk factors attached to them.
9. Raising and Handling of Customer Complaints for the entire CIB and ensure that they are resolved by the CCS team within the agreed SLA. To analyse with the stakeholders for the root cause and ensure non-repetition
10. To assist the AVP in enhancing Customer Experience Centre from CCS transactional experience
11. Provide back hand support to Operations teams on: -

• Resolving Trade transaction related queries on Import & Export L/C, Guarantee, TR etc.
• Review the relevant approvals obtained by RM / Business team.
• Authorizing the trade transaction
• Responding to client queries and obtain Relevant compliance, product etc. as need be.
• Perform all Trade Finance related system booking.
• Manage day to day trade transactions
• Handling of HNI (High Net worth Individual) trade related documents
• Charges related issues
• E-Channel's related issues
• Client Correspondence
• Exception handling

Qualifications

Minimum Qualification

• University Degree in Commerce or Banking.

Minimum Experience

• Minimum 3 years experience in a Bank with an exposure to Banking Operations
• Knowledge of general Banking principles.
• Good working knowledge of Back-office operating procedures.
• Excellent communication skills both in written / spoken at all levels.
• Analytical, Self-motivated, energetic, flexible, dynamic, problem-solver, ready to work in a challenging environment.
• Must be able to work independently and in a cooperative team environment.

Ability to work in a fast-paced environment where attention to detail, accuracy and efficiency are of high importance