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Requisition Number: 58710

Job Location: Mumbai, IND

Global Grade: Band 6

Work Type: Office Working

Employment Type: Permanent

Posting Start Date: 18/08/2026

Posting End Date: 31/08/2026

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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 effective 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 po

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