We are looking for a Service Relationship Manager Commercial Banking to manage and resolve customer queries, service requests, complaints and grievances for commercial banking clients. The role will act as a key service point of contact for customers and will work closely with Relationship Managers, Operations, Credit, Trade Finance, Cash Management and Digital Banking teams to ensure timely and effective resolution.
Job Responsibility:
- Manage day-to-day service requirements, queries, complaints and grievances of Commercial/SME Banking customers.
- Act as the primary service point of contact for account servicing, transactions and documentation.
- Build and maintain solid relationships with commercial banking clients and ensure customer satisfaction.
- Coordinate with Operations, Credit, Trade Finance, Cash Management and Digital Banking teams to resolve customer issues within defined TAT.
- Handle escalations and ensure compliance with banking policies and regulatory requirements.
- Conduct periodic customer/service reviews and identify cross-sell/up-sell opportunities in coordination with RM/Sales teams.
- Monitor service quality, TAT and recurring complaints and support process improvements.
Required Skills:
- 4-10 years of experience in Commercial/SME Banking, Customer Service, Grievance Management or Branch Banking Operations.
- Minimum 3 years of relevant experience in customer service/grievance management within Banking or Financial Services.
- Prior experience handling Commercial Banking, SME Banking or Trade Finance customers is preferred.
- Excellent communication and problem-solving skills
- CRM / Digital Banking / MIS