I. POSITION DESCRIPTION

JOB TITLE

Specialist-Corporate Salary

GRADE

SM

DEPARTMENT

Branch Banking

LOCATION

HO

SUB-DEPARTMENT

Corporate Business

TYPE OF POSITION

Full-time

REPORTS TO

Lead-Corporate Salary

REPORTING INTO

NA

II. ROLE PURPOSE & OBJECTIVE

· Coordinate with business teams by managing the end-to-end resolution of service requests and complaints ensuring effective service delivery on Corporate Salary and related products.

· Manage end-to-end invoice processing and payment coordination, ensuring timely clearance, accurate record-keeping, and compliance with internal financial controls.

· Proactively coordinate with internal teams (Business, Phone Banking, Accounts, AEPS, Operations etc.) and external vendors for effective resolution.

· Identify recurring service gaps and work with concerned teams to implement improvements.

· This role serves as central service coordination and escalation point for Corporate Salary and all related products/processes.

· To deliver a seamless and differentiated service experience for Corporates by managing end-to-end resolution of service requests, complaints and escalations across channels.

· Identify recurring service gaps and work with concerned teams to implement process improvements.

· Act as single point of contact for high-value Corporate Salary customers to ensure personalized and priority servicing.

· Coordinate with internal teams (operations, digital, deliverables, branches) for timely and effective resolution.

III. SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

- 15% incremental sourcing SA and TD book of Corp. Salary.

· Manage Corporates of 62 crores





· ETB retention at 80% of Corp. Salary Portfolio

· Approx. 500 no: of Corporates on boarded.

· Approx. 12000 no: of Salary customers onboarded.

IV. KEY DUTIES & RESPONSIBILITIES OF THE ROLE

1. Business/ Financials

· Manage Corporate Salary customer journey from account onboarding to service delivery

· Identify service gaps across the Corp. Salary customer journey and recommend improvements

· Sharing MIS/Data to Corporates & Corp. Salary Team

· Follow up with CSMs for salary credits.

· Coordinate with Corporates, update salary upload details.

2. Customer (Both Internal & External)

· Act as central point for handling service queries/complaints pertaining to Corp. Salary and associated products/processes across all touchpoints

· Support branches, sales and customer care teams with clear guidance on Corp. Salary service processes

· Build strong coordination across internal and external teams to enhance delivery

· Act as central point for Corp. Salary customer queries and complaints

· Support branches, CSMs and customer care teams with clear guidance processes.

· Build strong coordination across internal teams to enhance customer satisfaction

· MIS to Corporates (External)



on Salary active customers and salary upload details

3. Internal Process

· MIS and Data to Internal teams

· Maintain CSM/RH score card maintenance and updating

4. Innovation & Learning

· Identify opportunities to improve service delivery and user journey

· Drive automation and digital solutions to reduce manual effort and errors

· Stay updated on best practices and bring improvements in service standards

V. MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

· Graduate (Mandatory)

Experience Range (Years and Core Experience Type)

· 3-5 years in Sales/Customer Service/Operations/Support roles/

· Corporate Salary experience (Preferred)

Certifications

· NA

Functional Skills

· Understanding of banking operations, liabilities and service processes

· Complaint handling and escalation management expertise

· Knowledge of invoice processing and reconciliation

· Data Analysis and proficiency in Microsoft Excel

Behavioral Skills

· Solid communication skills

· Attention to detail and service orientation

· Customer centric approach with empathy and ownership

· Stakeholder coordination across multiple stakeholders

Competencies

· Execution excellence

· Ownership and accountability

· Collaboration

VI. KEY INTERACTIONS

INTERNAL

EXTERNAL

· Branch Banking Business Teams

· Accounts, Operations & AEPS

· Service Quality & Phone Banking

· Vendors

· Regulators

PREPARED BY: Kevin Francis Joy

DATE: 09-09-2026

REVIEWED BY: Vijay Menon

DATE: 09-09-2026

LAST UPDATED BY: TM Team

DATE: 24-09-2026

📌 Specialist-Corporate Salary (Bengaluru)
🏢 Ujjivan Small Finance Bank
📍 Bengaluru