Client Serving Manager
HardSoft Technology
Total years of experience :20 years, 3 Months
Analyzing statistics or other data to determine the level of customer service provided to the clients.
Handling customer complaints or any major incidents in regards to data recovery.
Identifying problems, creating choices and providing alternative courses of action.
Communicating courteously with customers by telephone, email, letter and face to face.
Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
To ensure agreed service standards and SLA’s are met both in terms of timing and accuracy.
Helping to develop a customer service policy for the company.
Managing a team of CS staff.
Work closely with the sales and IT teams to build and develop a strong relationship with them, providing a trusted point of contact for service issues and customer complaints.
Set a positive and supportive environment in which people can perform to their highest level.
Manage the team effectively to ensure that customer details are processed in accordance with company regulations.
Ensure that the company complaints procedure is understood and complied with.
Ensure all team members have monthly 1-2-1’s and updated status of where they are standing, areas of improvement and what is expected out of them.
Carry out any other ad-hoc tasks as delegated
Suisse Capital AMC holds its HQ in Geneva and deals in all kinds of Wealth Management Products.
Been part of the pilot batch in Suisse Capital AMC Middle East Operations.
Passed with 85 % in Investment & Sales Basics course from Suisse Capital Asset Management Switzerland.
Targeting the market sectors of the Business world, by achieving Set Targets and establishing a wide range of Clientele.
Dealing with high net worth client for investments in various markets for products like bonds, structured notes, leverages and sips.
focusing on Business Development by identifying prospective clients for investments.
The ability to handle financial queries of customers and meticulously handle details of transactions and personally resolving complex issues related to customers.
To work closely with other sales teams in the bank in order to maximize cross sell opportunities.
To provide market feedback and formulate innovative sales techniques
Dealing with High Net worth Clients, attending to their requirements & assuring them with the best of services.
Tracking and being up to date of the various markets and indexes.
Analyzing financial needs of the clients and selling investments based on the same.
Manage accounts and meet or exceed targets relating to revenue growth, activities, mix of products and services sales.
Adhere to all quality standards and processes, for the acquisition of customers.
Provide regular feedback to existing clients about the market and the value of their portfolio
Handling Products from Friends Provident international, Zurich, MetLife Alico, Skandia, and Generali.
Also Affiliated with Credit Suisse, UBS Bank & LGT Bank by opening offshore account for High Network Individual clients with 1 Million USD Minimum balance for investments.
Advising clients on life insurance, trusts, family protection & annuities
Ensure professional settlement institution service is provided to all market participants.
Accurate reporting to RAPID - DIFC (Regulator) & Central Bank of UAE (Lead Regulator) for confidentiality of all sensitive data and maintain sufficient information with management focus on performance of the USD Clearing system.
Smooth operation of the department and promoting job knowledge amongst team members.
Setting up procedures for smooth running of operations and complying with audit recommendations.
Observing & monitoring throughput performance of market participants in terms of liquidity and volume of payments.
Ensure that the company complaints procedure is understood and complied with.
Delivering management information to senior management regarding the market situation and exceptions, market turnover, risk and liquidity and any other statistics for further analysis and group level decisions.
Complying with AML/CTF Group standards (Payment Screening System for RAPID) for all USD payment.
Universal Acceptance Testing (UAT) of the USD Clearing systems for delivering smooth operations and suggesting process improvements.
Carry out any other ad-hoc tasks as delegated
Action and pro-actively assist CIB customers by resolving their problems, liaising with different departments in NSC, branches to resolve the issue on priority basis, update the customer in case of any delay and monitoring the status of the process.
Work closely with the relationship managers and officers to build and develop a strong relationship with them, providing a trusted point of contact for service issues and customer complaints.
Delivering high quality of services to CIB/large corporate clients by undertaking operational support, complaint handling and problem resolution.
Provide a low cost, high quality service to internal and external customers in a professional and timely manner.
To ensure agreed service standards and SLA’s are met both in terms of timing and accuracy.
Ensure that the company complaints procedure is understood and complied with.
Set a positive and supportive environment in which people can perform to their highest level.
Carry out any other ad-hoc tasks as delegated
Discuss customer concerns/queries, collecting feedback for service improvement and in turn liaising with the processing team and the RM’s in identifying and streamlining the process.
Ensuring all activities are processed within the cut-off time and that all details are properly captured and transactions are affected on specified dates.
Facilitate process and service improvements by communicating learning points and case studies to all staff and also by identifying root causes of customer complaints and feedback.
Deputize responsibilities of the officers and ensure smooth running of the section during his/her absence.
Review of relevant manual for CIBM and proper implementation.
Surprise balancing of suspense accounts for various departments in Operations once every quarter.
Attached to GSC- HYD (India) for process migration on Network Service Centre Helpdesk
Classroom and on the job training was provided to 4 TIM members in Dubai for 2 months.
Ensure that the Company complaints procedure is understood and complied with.
Ensure that the process migrated smoothly and training by TIM was imparted correctly.
Risk Assessment done for various Helpdesk functions which were migrated to GSC (HSBC India)
Compliance and audit issues for the process migration and team in GSC were done.
Weekly Quality check and the Service level agreement done for GSC agents and feedback provided to Assistance Manager in GSC to further improve the same.
Manage the Team effectively to ensure that customer details are processed in accordance with Company, DPA and FSA regulations, that reconciliation invoices are produced in a timely and accurate manner and that the Company complaints procedure is understood and complied with.
Worked within the AOP cost to ensure that the Bank is Safeguarded from Potential loss, maintained quality within section and reduced error rates.
Management Information (MI) recorded on monthly basis for Calls and Query Management System closed by TIM.
Successfully migrated Helpdesk process and operations to GSC- India.
Ensure all TIM members and agent have monthly 1-2-1’s and updated status of where they are standing, areas of improvement and what is expected out of them.
Review and approval of the workflow process for NSC Helpdesk.
To provide high level processing and quality service in a highly complex environment to achieve maximum customer satisfaction by effectively managing an operations cum processing team.
Provide the first point of customers support for all Remittances / Credits / Deposits related issues.
Check and approve instructions processed by the processors/senior processors as per target productivity and quality standards.
Ensure error free processing. Coach and provide feedback accordingly to the processing team.
Handling all inquires for Premier Clients of HSBC and processing all the maintenances for them.
Monitoring all the SLA breached cases which remain un-resolved within the given time limit and to ensure that the case is closed within the same day to avoid any further delay.
Monitoring the feedback for the closed cases and ensuring that the concerned staff understand and action accordingly to avoid any such feedback in future.
Assists management in identifying and containing Money laundry risk, reporting of suspicious transactions monitoring procedures and controls, fostering a compliance culture and optimizing relations with Anti-Money Laundering Authorities.
To coach the team members and maintain a record of all daily achievements and errors made within the section.
Visit branches regularly to ensure that the back end operations are functioning smoothly and take feedback from various officers to ensure a better, efficient and cost effective Operations team.
Handling all inquiries from the branches to all accounts, telegraphic transfer, loans and various other activities.
Giving on the Job training for the new recruits.
Solving queries raised in the internal Query Management System (QMS)
Check and approve instruction processed by the processors/senior processors as per target productivity and quality standards.
Money laundering awareness by both self and team and compliance adherence will play a key role in ensuring that the banks high standards are maintained at all times.
To be fully aware and comply with the regulatory requirements. Read all manuals and audit reports at regular intervals as instructed by the management.
Handling all In-coming calls from GCC in regards to Credit card queries.
Training new recruits as well as on the job training given at regular intervals to ensure that quality service is given to the customers at the first instance.
Provide high quality customer service by answering calls and customer enquiries efficiently and with accurate information.
Maintained excellent communication links with branches, NSC and other internal staff and work in full co-operation with all of them to provide the highest level of customer service.
Actively participate in providing ideas to improve products, procedures and work environment using proper available channels.
Acting as part time supervisor and approving all maintenance done by TSR.
Conduct training for upcoming promotions and changes in procedure manuals related to credit cards.
Monitoring and preparing weekly reports of the agents.