Senior Officer/Analyst, Embassy Service Manager, Consumer Banking Group

Job PurposeDifferentiated Customer Experiences – Leading through ServiceKey AccountabilitiesEmbed service culture for all customer touchpoints particularly complaint resolution and client communication.Job Duties & RequirementsProviding service to Embassy accounts and diplomatsClosely working with Embassy RM’s on day to day basisTake ownership and be accountable for all customer service requests / issues: updating CRM, end to end customer complaint journey management; first time resolution, doing things right the first time-Embed the service culture for all customer touchpoints particularly complaint resolution and client communicationEnsure risk and governance factors of the branch are always monitored and addressed. Potential breaches must be highlighted immediatelyIncrease customer satisfaction scores - Minimum CSS and Problem Resolution scores of 4.1 for the Cluster, brand awareness and customer preference indicatorsSupport the CSOs (Client Service Officers) on daily BAU as per requirementCo-ordinate with support functions for ad-hoc banking related requirement received from clientsCustomer service lobby management (client walk-ins) Diplomats and Embassy bearersMaintain and grow relationships with each Treasure client by ensuring and establishing individual connect outside of CCMAccount Opening and static data STP to be maintained at >80% or as per targets decided by Senior ManagementResolution of all branch requests and enquiry within stipulated TATsRequired ExperienceMinimum 6-7 years of front line client experience with a leading bank or financial institution.Education / Preferred QualificationsGraduate/PostgraduateCore CompetenciesTake ownership and be accountable for all customer issues: updating CRM, end to end customer complaint journey management; first time resolution, doing things right the first time-Embed the service culture for all customer touchpoints particularly complaint resolution and client communicationEnsure risk and governance factors of the branch are always monitored and addressed. Potential breaches must be highlighted immediatelyIncrease customer satisfaction scores - Minimum CSS and Problem Resolution scores of 4.1 for the Cluster, brand awareness and customer preference indicatorsSupport the CSOs (Client Service Officers) on daily BAU as per requirementCo-ordinate with support functions for ad-hoc banking related requirement received from clientsCustomer service lobby management (client walk-ins) for Diplomat and EmbassiesMaintain and grow relationships with each Diplomat client by ensuring and establishing individual connect outside of CCMAccount Opening and static data STP to be maintained at >80% or as per targets decided by Senior ManagementResolution of 95% of branch requests and enquiry within stipulated TATsEnsure resolution of 100% complaints within 1 dayTechnical CompetenciesShould have knowledge on banking terminologies, branch banking processes, digital banking, UPIShould be well versed with MS -Office applications like WORD, EXCEL, POWER POINTWork RelationshipComplete all pending risk reviews, CRM, AML, Re-KYC, EWSS & Surveillance alerts and ensuring no alerts remain over-dueEnsure all Embassy and Diplomat clients are given priority processing and attentionEnsure timely closure of Deferrals taken within the stipulated timelinesPrimary LocationIndia-Delhi-Vasant ViharJobCustomer ServiceScheduleRegularJob TypeFull-timeJob PostingNov 4, 2025, 10:30:00 AM