The candidate should be able to speak Gujrati & English.

Purpose of the Position:

To support the service requirements of the customer. The role also has defined set of activities that has to be performed, wherein the activities are aimed at improving the experience of the customer in their banking relationship. The role is designed in a way to assist the overall business requirements and meeting the sanction terms and conditions within the overall compliance requirements.

Roles and Responsibilities:
Manage a portfolio of customers assigned to them and ensure addressing the customers service needs
Be an alternate point of contact for customers apart from the Relationship Manager
Perform a set of tasks being assigned to them by the Line Manager within the expected TAT
Ensure all services are delivered in accordance with agreed SLAs and KPAs’
Maintain the hygiene parameters of the portfolio to the highest possible standards
Coordinating with internal stakeholders for update of the customer related information in the bank’s records
Ensuring customers are kept informed of their actionable, shortfalls, etc., and guide them to comply




Perform proactive compliance centric actionable rather than penal levy
Act as the face of the customer to get the work done within the Bank by liaising with various stakeholders
Constant update of various customer metrics and maintaining all key information of the portfolio
Create Promoters among customers through excellent service delivery
Perform acceptance checks for on-boarded clients in accordance with established policies and procedures.
Identify potential areas of development related to service delivery to customers
Being vigilant while performing daily services and ensuring compliance of regulatory standards
Being a Team Player, promoting learning and a conducive work workplace.

SLA – Service Level Agreements KPA – Key Performance Attributes

Knowledge & Skills:

Team Player & Influencer

Excellent communication (Oral and Written) skills, Intermediate excel skills

Sensitive to diverse stakeholders and work settings

Flexibility, Self-initiated and ownership

Positive in handling web based applications and inclination to learn

📌 Service Relationship Manager Gujrati Mumbai
🏢 Kotak Mahindra Bank
📍 Mumbai