WBO : GS_MWBC Customer Service Head

WBO : MWBC WB Customer Service Head

INTERNAL USAGE : No. of Vacancies :

Reports to :

Head Service

Is a Team leader

Team Size : Grade :

AVP / VP

Business : Corporate Centre

Department :

Wholesale Banking Operations

Sub - Department : Location :

About Wholesale Banking Operations

The wholesale banking operations department helps in managing the transaction in the banks.Transaction Banking(TB) can be defined as the set of instruments andservicesthat abankoffers to trading partners to financially support their reciprocal exchanges of goods (e.g.trade), monetary flows (e.g., cash), or commercial papers (e.g., exchanges)

Trade Finance Center handles the imports & exports transactions such as BG, LC, Collections, Advance Remittances, Open Account Payments, Trade outward Remittances and routing of SWIFT messages.

About the Role

As a part of the wholesale banking operations team, Customer Service Head is responsible for providing end-to-end service to fulfill the needs of existing as well as potential customers.

Key Responsibilities

Reduce in the customer complaints over the base line

Timely closure of audit observations, error-free processing of transactions and compliance

Ensure digital adoption (avg) across Credit Connect, TF Conect, Fx Connect, CIB, CMS

Conduct regular engagement with internal and external stakeholders and organizing customer meets

Monitor and review NFTR to remain within defined levels for - Current Account, CMS & Trade and Forex Transactions

Monitor and control loss due to frauds & operational risks

Reduce EDPMS / IDPMS / CPQs / Capital A / c pendency as per stipulated criteria

Ensure transactions processed are compliant to external as well as internal guidelines

Adhere to prescribed end to end TAT for customer centric transactions - Current account, CMS, Tade & Forex and SRs processing

Guide and train the team member to manage activities efficiently and control attrition

Qualifications

Optimal qualification for success on the job is :

Graduation / MBA from a recognized university

Role Proficiencies :

A successful candidate should possess the following :

Knowledge of banking regulations and norms

Maintain a high level of knowledge of banking products and services

Good communication (both verbal and written) skill in both English and the local language

Ability to handle pressure and meet deadlines

Relationship building skills

For successful execution of the job

Skills Required

Refer to the Job Description