Service Delivery Manager

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