Client Services Manager

Responsibilities

• Managing service needs of Business banking customers by providing best in class service standard.
• Acceptance and processing of non-financial request submitted by the customers and ensure end to end follow up.
• Manage mailbox and ensure agreed SLA’s are met.
• All emails on Retail inwards to be actioned on priority.
• Take ownership on all issues/escalations raised to you and hand hold it to closure.
• Implement One Call Resolution practice during all your case resolution.
• All calls made should result in suitable resolutions.
• No customer emails to be missed and needs to be reverted within the agreed TAT.
• CRM registration of calls on daily basis.
• Internal customer’s (RM) SLA to be maintained.
• Introduce & educate customers on the use of Bank alternative Channels & new digital technologies.
• Ensure delivery of ‘superi...