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Urgent! Service Delivery Manager Job Opening In Bengaluru – Now Hiring UMIND CONSULTING

Service Delivery Manager



Job description

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

.

Skillset Required: Customer Satisfaction, Management Skill, Customer Service, Compliance, Influencing Skills, Banking, Excel, Communication Skill, Planning And Organizing


Required Skill Profession

Operations Specialties Managers



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