AVC : SKY - Service RM

AVC : SKY - Service RM

INTERNAL USAGE :

No. of Vacancies : 1Manager : AVC : SKY - Service Head

Is a Team leaderNoTeam Size : NA

Grade : DM / Manager / Senior Manager

Business : Retail BankingDepartment : Axis Virtual CentreSub-Department :

Location : Mumbai, Gurgaon, Pune, Bangalore , Chennai

About Axis Virtual Centre

Axis Virtual Center engages with Axis Banks customers and prospects, virtually, through digital media to provide a seamless

experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions

via cross-sell and upsell.

About the Role

The AVC : SKY - Service RM is responsible to provide services to enhance client satisfaction levels and ensure compliance to policies and procedures.

Key Responsibilities

• .Actively tracking all Service level indicators such as NPS score
• .Ensuring proactive HNI client engagement to ensure client satisfaction.
• .Tracking Problem Incidences reviewing
• .Ensuring NIL presidential, Regulatory and Senior Management escalations for the unit
• .Handling escalated issues / complaints for the units
• .Client Obsession - Listen to customers, Act & Fix issues and Delight in every interaction.
• .Driving service initiatives / Process reengineering (2-3)
• .Ensure clear communication of product and value propositions, quick and efficient query handling and quick turnaround for customer requests.
• .Effective escalation procedures to raise potential reputational risks and franchise issues.
• .Ensure consistent Cross Sell Referral from the team to enhance bank's share of wallet
• .Ensure high standards of ethics and have a clean year without any sales practice and compliance related violations.
• .Complete all relevant trainings & certifications for self and team before the due date.
• .Proactively tracking control MIS on large value transactions, AML / STR, NSDL & RFI
• .Timely action and tracking on legal and regulatory notices for region

Qualifications

Optimal qualification for success on the job is :

Role Proficiencies :

For successful execution of the job, the candidate should possess the following :

Skills Required

Client Engagement, Compliance, process reengineering , Aml