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 modif

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