Verified Job
Accounting - Finance
Treasures Service RM
Accounting - Finance
#312057
Remote / WFH
Job Description
JOB DESCRIPTION
Position Title: Treasures Service Manager
Department: CBG
Rank: Sr Officer/Analyst/Associate/Senior Associate
Reports To: Sr Associate/Cluster Head
Job Purpose (In a brief, specific one or two-sentence statement, answer the questions: "Why does this position exist?" and "What is it expected to accomplish?")
• Differentiated Customer Experiences – Leading through Service
Key Accountabilities (List the expected end results or KPIs that the job holder is expected to achieve for this job. Do not list more than 5)
• Embed service culture for all customer touchpoints particularly complaint resolution and client communication.
Job Duties & responsibilities (List the principal duties. Use concise statements that provide a clear understanding of the level of responsibility, complexity, creativity and analysis performed in this position.)
• Ensure each client escalation is owned and closed within 24 hours. In case of exceeding 24 hours TAT, client is informed on a periodic basis by yourself on delay and resolution date.
• Adhering to the Service Management Principles: Increase client interactions and ensure that they are handled as per the RED Service standards –
• Mandatory 100% coverage and contact-ability of all clients under various service led campaigns in CRM
• 100% mandatory coverage of all qualified Treasures every quarter
• Ensure 100% implementation of CBG Client Contact Management Policy
• Ensure 20 Unique clients are covered every month under CCM, and details updated in CRM or as per applicable target.
Required Experience
Minimum 10 years of front line client experience with a leading bank or financial institution.
Education / Preferred Qualifications
• Graduate/Postgraduate
Position Title: Treasures Service Manager
Department: CBG
Rank: Sr Officer/Analyst/Associate/Senior Associate
Reports To: Sr Associate/Cluster Head
Job Purpose (In a brief, specific one or two-sentence statement, answer the questions: "Why does this position exist?" and "What is it expected to accomplish?")
• Differentiated Customer Experiences – Leading through Service
Key Accountabilities (List the expected end results or KPIs that the job holder is expected to achieve for this job. Do not list more than 5)
• Embed service culture for all customer touchpoints particularly complaint resolution and client communication.
Job Duties & responsibilities (List the principal duties. Use concise statements that provide a clear understanding of the level of responsibility, complexity, creativity and analysis performed in this position.)
• Ensure each client escalation is owned and closed within 24 hours. In case of exceeding 24 hours TAT, client is informed on a periodic basis by yourself on delay and resolution date.
• Adhering to the Service Management Principles: Increase client interactions and ensure that they are handled as per the RED Service standards –
• Mandatory 100% coverage and contact-ability of all clients under various service led campaigns in CRM
• 100% mandatory coverage of all qualified Treasures every quarter
• Ensure 100% implementation of CBG Client Contact Management Policy
• Ensure 20 Unique clients are covered every month under CCM, and details updated in CRM or as per applicable target.
Required Experience
Minimum 10 years of front line client experience with a leading bank or financial institution.
Education / Preferred Qualifications
• Graduate/Postgraduate
