Job Summary

Working Rhythm

Ensure that the Working Rhythm is followed for increased engagement and to improve efficiency
Ensure that all customer transactions are processed with TAT.
Ensure smooth coordination with Internal Stakeholders for client transactions.

Service Culture

Build a Service Culture where the service managers are focused on creating an excellent experience for the customer and empowering them by promoting Digital migration
Ensure Service Stories are published monthly, and the service managers are appreciated for the services provided
Ensure that multiple Customer testimonies are captured in CEMS and there is a culture of acknowledging the service team 's efforts.

Key Responsibilities

Request Management

Ensure that the team effectively raises all the service request in cems , eops and ensures end to end tracking
Adherence to the prescribed turnaround time
Cash and Trade Transactions ;Timely and productive processing of the trade and cash transactions
Collaborate with the stakeholders such as the Contact Centre , CSG ,



Email Channel and ensure that the prescribed metrics are met

Digitalization

Migration of A2 to S2B

Ensure S2B migration for corporates processing A2 manually.
The Service team has taken the initiative of engaging with the Top 25 corporates and migrating them to S2B.
Ensuring complete coverage of customers to automated/online solutions like S2B, Trade Info Manager, Remittance e-alerts, e-statements etc

Risk Management

To conduct all business operations in compliance with internal policies and external laws/regulations/guidelines. To ensure full compliance with Audits, RBI, and other applicable regulations/guidelines/laws. To drive the compliance culture down the line.
Ensure management control and performance / operating standards are appropriate and are being adhered to.

Learning and development for the Team.

Learning Calendar for the team has been rolled out, ensure participation, and modify the calendar as per the emergi

📌 Relationship Manager (Mumbai)
🏢 Standard Chartered India
📍 Mumbai