Key Responsibilities
- Ensure high level of customer service and manage difficult customer situations.
- Ensure resolution of all complaints received for branches through COMMAND.
- 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
- Find ways to improve operational efficiency and control costs to meet cost budgets
- Ensure transactions are processed with a high level of accuracy and commitment within standard turn around 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 bench-mark, sustain and better quality service
- Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints
- Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking




- 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
- Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff
- Contribute to branch performance through referrals, effective customer service, effective operations controls
- He/She is aware of bank’s Mis-selling & Sales Policies and ensure adherence all the times.
- Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ong

📌 Client Service Manager (Kolkata Metropolitan Area)
🏢 Standard Chartered India
📍 Kolkata Metropolitan Area