Service Manager (wealth)

Their primary focus will be to ensure that their team delivers exceptional service, fulfilling the needs and expectations of affluent clients. They will guide their team in offering personalized banking solutions, ensuring client satisfaction, and achieving KPI metrics. Their role will also involve mentoring and developing the team, ensuring adherence to compliance standards, and driving strategic initiatives to enhance the overall client experience

Role & Responsibilities:

Strategy and Planning

Use Program & Channel enablers for:

• Seamless onboarding of NTB clients through Welcome calling and Channel activation
• Migrate mapped customers to self-help channels for seamless transactions
• Increase product penetration through curated client engagement plan

Policies, Processes & Procedures

• Work in close coordination with Branch Leadership team to:
• Ensure 100% Client coverage & enhanced servicing by SRMs
• Ensure TAT adherence of Account Instructions, Account Opening, Complaints, Requests for the mapped clients
• Ensure efficient servicing of Affluent walk-in clients with no complaints
• Tracking & monitoring of the customer NPS scores of the SRMs

People Management

• Lead and manage a team of Affluent Service Relationship Managers, ensuring high performance and adherence to service standards.
• Monitor & drive the team performance against Goalsheet KPIs, providing coaching & support to enhance results
• Recruitment and Training of Affluent Service Relationship Managers