SECTION I: BASIC INFORMATIONJob TitleService RMFunctional TitleService RMGradeDeputy Manager / Assistant Manager / ManagerManagement BandJuinor ManagementBusiness UnitRetail BankingDivisionYes First Wealth and BusinessDepartmentService ManagementLocation Reporting toBM/DBMNo. of Direct Reports-
SECTION II: ROLE SUMMARYRM is primary point of contact for all client requirements, however, the sales nature of RM role requires him to be out of the Branch and not able to coordinate for service requirements of the client. YES FIRST Service Anchor will ensure delivery of superior service to YF clients.
SECTION III: KEY RESPONSIBILITIES/ ACCOUNTABILITIESStrategic/ Managerial ResponsibilitiesSuccess of client service delivery forms a key base for YBL ability to engage with client on channel activation and cross sell. Making a pro-active engagement with clients over phone just to take stock of overall service satisfaction or solve any pending service grievance will go a long way to ensure service satisfaction for YF clientsCore Responsibilities

- First Time Right on all internal and external processes regarding banking and investment requirements of mapped clients
- Take ownership for end to end closure and delivery of service to YES FIRST clients through coordination for service and transactional requirements
- Provide a product and process level expertise to YF clients to ensure that service standards are met
- Service Anchor is required to ensure all service delivery issues of Yes First clients resolved at branch level with near zero escalations.
- Ensure continuity of client engagement on the service delivery front in case of unavailability of RM due to various RM leave, Attrition Gap Period. During the RM absence, while the sales and productivity is deferred, continuity is engagement is critical on the service front in order to ring fence the client. This is even crucial considering that most attiring RMs join the competition.
- The proposed branches for YF Service Anchor has base of YES FIRST clients > 400 whereby walk-in of YES FIRST clients is a regular feature. At the time of Walk-in of YF client, following is important
- Attend to walk-in of YF clients if any and engage with clients and provide unified service face




- Provide single point of ownership to resolve service query across products

People Management or Self-Management Responsibilities Personal Integrity: Maintain customer privacy & ensure that there is no compromise on customer information with third party. Maintain & follow Yes Personality guidelines & keep oneself updated with basic Banking regulations/knowledge.

Team Work: Being proactive to take on work to balance the team workload without compromise on core deliverables & able to communicate well with staff of all levels
Risk and Internal Control Responsibilities
SECTION IV: KEY INTERACTIONSKey Internal InteractionsPurpose of Interaction Key External InteractionsPurpose of Interaction

SECTION V: KNOWLEDGE & EXPERIENCEKNOWLEDGEMinimum QualificationsAny Graduate. Post Graduate preferredProfessional Certifications Skills EXPERIENCEYears of Experience

- About 3 to 5 years of work experience in Banking Operations & Services
- The candidate must have very good knowledge and understanding of finance products from an Operations point of view
- Must necessarily come from Banking & Financial Services Organizations of Repute.

SECTION VI: COMPETENCIES & KEY PERFORMANCE INDICATORSBEHAVIORAL COMPETENCIESCore CompetenciesCompetency NameBehaviors

- Customer Focus
- Listens to and demonstrates an understanding of customers stated needs
- Delivers customer value through timely and quality execution
- Develops an understanding of problems and employs existing or new methods to find solutions
- Professional Entrepreneurship
- Takes proactive and constructive action at work with little or no direction from others
- Displays responsibility for problems, initiatives and tasks that lie within the domain of own role
- Drive for Results
- Seeks to understand the rationale for key decisions and understands implications for own role/ actions




- Displays a sense of urgency to deliver outcomes as per stated timelines
- Reacts to challenges by displaying an optimistic demeanor
- Influence and Impact
- Uses easy persuasion techniques to achieve the desired result / action / commitment from others
- Responds to stated requirements of internal/ external stakeholders by keeping a solution oriented mindset
- Quality Focus
- Ensures adherence to quality standards in work/service delivery, identifies opportunities for improvement in routine course of work
- Adheres to laid down systems, procedures and identifies opportunities to enhance efficiency in own sphere of work through incremental improvement

Leadership CompetenciesCompetency NameBehaviors

- Lead the way
- Displays awareness and understanding of the external environment relevant to own area of work and is able to assess their impact on the business in which he operates
- Translates the Banks vision to own sphere of work and defines plan for achievement of the growth and scale objectives
- Actively seeks, identifies and promotes opportunities to try out new ideas
- Frequently communicates the organizational strategy and energizes employees within own region to realize Bank objectives and live the brand
- Lead and Develop people
- Sets performance expectations at the department level, monitoring performance, providing measurement systems, driving accountability and rewarding high performance
- Enables empowerment by assigning clear challenging tasks with definitive accountabilities, resources and authority
- Coaches and mentors employees to develop required skills, provides developmental tools and provides continuous feedback and support
- Enables Change
- Displays the ability to depart from traditional methods/behaviors and adapting quickly when situational constraints require new or different approaches
- Cascades the vision for change, and leads required transformation in structure, processes and capability to ensure a smooth transition
- Encourages team members to respond positively to changes, encouraging discussion, responding with empathy to their anxiety

TECHNICAL COMPETENCIES Technical Competencies

- He should have understanding of basic MS office & other basic software

[email protected]

📌 Service Relationship Manager - YES Bank (Gujarat)
🏢 Yes Bank
📍 Gujarat