This job is with Standard Chartered Bank, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ business community. Please do not contact the recruiter directly. Key Responsibilities Strategy • 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 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 Business • 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, productive customer service, effective operations controls • He/She is aware of bank's Misselling & Sales Policies and ensure adherence all the times. • Ensure he/ she is fu

📌 Manager Client Relationship (Mumbai)
🏢 Standard Chartered Bank
📍 Mumbai