Service Relationship Manager recruitment
Job
Purpose:
- To support
the sales process end-to-end in handling Client Documentation,
Review, and QA Submission to FE Operation for
fulfilment. - To Manage
and fulfil the service requirements of Citigold Clients, which
includes Welcome Calling Periodic service calling, service
non-investment queries, organising VRC which eventually results in
meeting the CSLM Targets. - To receive,
record and manage the Complaints from the clients.
Preparation of evidences and recording chronology of events for
compliance review.
Key
Responsibilities:
Service
Calling:
- Maintain an
Inventory of the CG Clients mapped to each SRM and the own the
relationship end-to-end for all Non-Sales Transactions and meet the
Overall Service Quality objective, outlined by the
business. - Perform
Welcome calling for the New-to-Bank Customers and ensure
conformance to Contactability Index with monthly reporting to
OSH. - Perform
Service Calls to Citigold Clients and handle non-investment queries
to timely closure. - Meet CSLM
Score of 90% for Citigold Segment.
Documentation
Advisory:
- Interact
with the clients to close the sales call, by providing the
documentation requirements. Being a complex product
environment supporting multiple countries, it's essential for the
SRM to be aware of the ROE and ancillary regulations for
fulfilment. - Perform
First level quality assessment of client forms and documents
received against 'Mandatory Document Check List' and facilitate
resolution of discrepancies before submission to FE
Operations. - Complete
first level QA and add remarks if necessary before submission of
payment, non-payment requests or documents updation, cheques
received via fax, courier or walk-in from Customer.
Business
Liaison:
- Liaise with
RM on the interdependencies for closure of pending
items. - Prepare
relationship dockets for RM's with statements before client meet or
as required. - Liaise with
cross-functional team (FEOPs/BEOPs, Product/BUCO/Legal
Compliance) for resolution of customer issues and challenges faced
in handling exceptional situations.
Calls
Management:
- Arrange DCST
Calls with RM for First Party Transfers, Redemption, FCNR Booking
etc., - Perform VRC
for customer initiated transactions and document the
VRC. - Follow up on
the RM Voicemail/missed call during travel.
Complaints
Management:
- The SRM has
to track complaints received from the clients and records as per
the complaint management guidelines. Classify the complaints
by the intensity of the issue and notify the supervisor/unit
heads. - Reporting
potential escalation incidents to Area Director on a daily
basis. - Track and
close presidential queries received through Offshore Channels for
timely closure. - Compilation of query resolution procedures for
BRCC references/CAP Tracking.
Service
Documentation Governance:
- Tracking the
AML cases and executing the closure of the AML queries with proper
documentation. - Track the
Inex cases for its ageing and ensure timely resolution by
interacting with cross-functional peers. Timely review and
escalation on ageing items beyond defined timelines to the
OSH/UH/AD. - Tracking of
pending documentation beyond the defined timelines and initiate
closure. Escalate non-resolvable items to OSH for
closure. - Ensure all
KYC documentation are with defined timelines and no breach is
observed at any given time. - To remain as
an independent officer in dealing with Client Service Issues and
courageously deal with them for logical closure. - Overall
DPD/INEX/KRI Tracking. - Ensuring
adherence to operating, legal regulatory standards as
applicable to the business, which includes tracking HNW
Certification and RDIP.
Unit Health
Hygiene:
- To remain as
Central Node of Liaison for Client Excellence. - Track,
Record, Evidence document adherence to TCF.
Prospect
Calling:
- SRM will
call the RCA Preferred/RCA to drive leads and warm up clients for
deposit acquisition across booking centre.
Skills
Knowledge/Experience:
Essential:
- Experience
of dealing with high volume of customer enquiries. - Proven track
record in timely complaint resolution. - Knowledge of
respective operational and regulatory environment. - Documentation knowledge for
handling complex Investment portfolios.
Preferable:
- Fluency in
Hindi or Gujarati. - Experience
of working across various different cultures in particular across
Indian regions.
Exceptional
candidates who do not meet these criteria may be considered for the
role provided they have the necessary skills and
experience.
Skill
Sets:
- Demonstrated
ability to network and build own efficiency index in client
ownership. - Demonstrated
client handling liaisoning skills. - Demonstrated
customer service and sales support skills. - Strong
Planning and Organisational skills. - Highly
methodical Strong Communication Skills. - Working
Knowledge on MS Office (Word, Excel Powerpoint) - Valuing
diversity. Demonstrates an appreciation of a diverse workforce.
Appreciates differences in style or perspective and uses
differences to add value to decisions or actions and organizational
success.
August 24, 2012
• Tags: Private Banking, Service Relationship Manager recruitment, Wealth Management careers in the UK • Posted in: Financial