Service Delivery Manager
Service Delivery Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Job information of sales executive
Job Description of SDA- Non Cash (Aspire)
Reports to:
Service Delivery Manager (Branch Manager in case of branches where there is no SDM)
Brief Description:
Provide Customer Service to RBL Banks customer Relationship Manager for Aspire Banking segment customer of the bank Enhance the value of existing customer of the bank Acquire new customer for bank Cross Sell Various Bank Products
Key Job Responsibilities of SDA- Customer Service
Business Deliverables:
Product Holding Ratio channel Enrolment and Data Quality : As per assigned benchmarks for branch categories
ERV and NTB growth as per targets set for the branch
Achieve overall deposits growth
Achieve fee revenue (LI GI TFx Assets MF etc.)
Achieve certification on all the products being sold through the branch
Adherence to policies and guidelines such as KYC & AML
Customer Services:
Service Delivery & Excellence : Ensuring service delivery as per the established benchmarks on TAT and complaint management
Ensuring updated mandatory displays and good look & feel of lobby to ensure customer satisfaction
Adherence to BSOPM compliance & Audit guidelines: Satisfactory scores on all internal/external audits and surprise checks by internal teams
Ensure quality customer service is delivered disseminating required product information
Recording complaints as per the specified process and resolving all complaints received from customers within the stipulated TAT’s
Ensure appropriate customer communication on closures
Preventive complaint management asking for feedback from customers who may not be complaining Promoting all direct banking channels and ensuring that the customer is utilizing the same
Portfolio Management
Candidate will be responsible to manage Aspire Banking Customer Portfolio of the bank (subject to creation of Aspire Banking Portfolio in the branch)
Identify existing/new customers who meet Aspire banking program criteria and upgrade these customers under the Aspire Banking program in line with the program criteria
Ensuring that customers make RBL their primary bank
Knowing about where all the customer is currently banking and moving him to our Bank
Ensuring that customer scoping is done and products are targeted accordingly
Sales to family members and associates which have been grouped together
Relationship enhancement by cross selling other bank products.
Regular customer contact to establish needs of the customer and opportunities to cross-sell
Meet the Performance Score Card
Achieving of portfolio level benchmarks of contactibility Family grouping Product Cross channel Activation
Achievement of income plans and other benchmarks
Ensure that business plans for the month/quarter/year are duly met across products
Service benchmarks are met
Education:
Graduation must (min. score of 50%)
Competency:
-Sales and Influencing Skills
-Banking Product & Process Knowledge
-Planning and Organizing Skills
-Communication Skills
-Customer Service
-Customer portfolio management skills
Certification (Preferred):
AMFI Certification
IRDA
Skills
Customer Satisfaction, Management Skill, Customer Service, Compliance, Influencing Skills, Banking, Excel, Communication Skill, Planning And Organizing
Employment Type
Full Time
