Job Summary Ensuring high quality customer service for Self and Team ensuring internal and external compliance on all NR transactions handling difficult customer situations and leading the overall service agenda for NR HUB Key Responsibilities Strategy Ensure high level of customer service and manage difficult customer situations Ensure resolution of all complaints received at NR PsB HUB Gather prepare statistics for service quality and productivity indicators Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections Ensure transactions are processed with a high level of accuracy and commitment within standard turnaround time in order to satisfy customer needs Monitor customer satisfaction survey ratings net promoter score or any other survey feedback ratings taken from customers and ensure continuous improvement if below benchmark sustain and better quality service Ensure adherence to laid down processes facilitate first time resolution Minimize rejections and customer complaints Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate fees charges etc are authorized overridden by appropriate authorities Responsible for general reconciliation and control activities Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guidelines Contribute to NR PsB HUB performance through referrals effective customer service effective operations controls Operations and Compliance Ensure satisfactory ratings in all internal external audits Ensure compliance to all process notes and circulars issued from time to time Contribute to timely and accurate submission of all returns both internal and statutory for sales and service Undertake accurate and timely processing of all customer instructions as per applicable processes circulars Understand the Bank s mis-selling sales policies as well as policies and procedures issued in relation to

📌 Client Service Manager (Mumbai)
🏢 Standard Chartered
📍 Mumbai