Job Duties &amp; Responsibilities

<ul>
<li style="margin-left:0px;">Providing leadership to a team of Customer service Managers responsible for customer servicing for Top Tier customers.</li>
</ul>

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<li style="margin-left:0px;">Service reviews with the client, BU (IBG, GTS) and other SU (Branch, Ops etc.)</li>
</ul>

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<li style="margin-left:0px;">Regular Service review Meeting with clients to get first hand update about the client feedback on servicing, identify pain points, action items &amp; track to delivery for improvement in customer service.</li>
</ul>

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<li style="margin-left:0px;">Ensuring proper queue management with minimal / nil ageing transactions pending in the queue.</li>
</ul>

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<li style="margin-left:0px;">People Management.</li>
</ul>

Required Experience

<ul>
<li style="margin-left:0px;">Minimum 10 years experience in Transaction banking (Trade, Payments &amp; Loans) with responsibility for operations &amp; client servicing. Client Servicing experience is a must.</li>
</ul>

Education / Preferred Qualifications

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<li style="margin-left:0px;">Graduate with Commerce background preferred.</li>
</ul>

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<li style="margin-left:0px;">Post Graduation with specialization in Finance will be an added advantage.</li>
</ul>

Core Competencies

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<li style="margin-left:0px;">Complete knowledge of end-to-end process flow of Trade, Payments, Loans transactions.</li>
</ul>

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<li style="margin-left:0px;">Knowledge of RBI and related regulations.</li>
</ul>

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<li style="margin-left:0px;">Knowledge of customer pain points, customer servicing requirements in the Trade, Payments, and loans business.</li>
</ul>

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<li style="margin-left:0px;">Ability to identify pain points &amp; work with various internal stakeholders in streamlining the transaction journey for the customer, thus improving customer experience.</li>
</ul>

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<li style="margin-left:0px;">Customer friendly / customer experience focussed approach</li>
</ul>

Technical Competencies

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<li style="margin-left:0px;">Knowledge of RBI regulations &amp; related regulatory / ICC guidelines relating to the Trade, Loans &amp; Payments</li>
</ul>

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<li style="margin-left:0px;">Customer Servicing skills.</li>
</ul>

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<li style="margin-left:0px;">People Management skills.</li>
</ul>

Work Relationship

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<li style="margin-left:0px;">The role would need close working / discussions / interactions with BU (Business Unit) IBG &amp; GTS, T&amp;M &amp; SU (Support Unit) Central Operations, Branch Operations.</li>
</ul>

<ul>
<li style="margin-left:0px;">The role would also involve discussions / interactions / meetings with the end customers.</li>
</ul>

Team Lead Operations in New Delhi (UID-9672)

Job Description

Job Details

Skills Required for Team Lead Operations

Job Description for Team Lead Operations

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