Senior Service Manager

Job Description

Account Maintenance:
• Responsible for processing YES Private account opening, account instructions, account modifications and service requests as per YBL guidelines within TAT.
• Handles customers' enquiries and instructions, whilst ensuring that the Bank's delivery standards are met in achieving total customer satisfaction e.g. timely checking of customer service requests for completeness, correctness and accuracy in documentation and processing the request with the defined program level TAT's
• Ensures adherence to process documentation standards
• Ensures pro-active sustained liaison with NOC, Product Team, Program Team, Sales RM, etc. wherever required
• In case of discrepancies raised, regular follow up with RM/ resolving unit
• Ensures timely follow up with the resolving unit for prompt and proper closure of the service request
• Regular contact with YES Private clients for processing of their requests, monitoring, tracking and ensuring that the customer is informed on the status of his service request.

Transactions:
• Ensures proper scrutiny of all transactional documents submitted by the customer
• Addresses all transaction related enquiries i.e. pre, during post transaction processing escalations Ensures strong monitoring of all transactions maintains accurate MIS
• Ensures frequent monitoring of all over-aged cases (deferrals, pending items, etc.) appropriate escalation of the same in a timely balanced manner to the senior management

Service:
• Responsible for tracking and monitoring of FTNR and TAT for all YES Private service requests processed at the branch
• Responsible for being updated on process and policy changes and guidelines with regards to KYC and AML guidelines, YES Private, processes and service parameters Read more