Reduce the wait time and TAT for various service requests
Providing right solutions to the customer
End-to-end resolution of customer transactions/queries/complaints
Effective management of customers services relating to trade and non trade activities
Co–ordinate with Trade Services for all queries relating to LCs, remittances, bank guarantees, Export Credit etc
Handling non trade activities such as fixed deposit, RTGS, tracking of customer statements, smooth processing of outward/inward remittances, static data updation, forex transactions, current account, lending accounts etc
Communicate disposal instructions to Trade/ Payments units
Develop strong internal escalation mechanisms
Customer meetings and interactions
Strong relationships with top customers through customer meetings
Increase stickiness of the customers through continuous engagement through on-site / phone / email interactions
Work along with business team to align services with business offerings
Service delivery through other units
To ensure strong service delivery through other units involved in the process chain such as Branch banking, Trade & payments desk, CRC, GSSC, IPC, CSG, Customer care unit etc
Ensure that Service Level Agreements (SLAs) are adhered to for service delivery through different units as mentioned above
Develop strong relationships at all levels with internal stakeholders in the units as mentioned above
Conduct monthly review meetings with other units such as Trade/payments/branch banking
