Responsible for enhancing the branch service levels by being the key point of contact for customers on
all service matters, strengthening the branch service mandate at the grass root, effectively managing
the customer floor & facilitating traffic migration to the Digital banking channels; thus adding value to
Retail Business & Customer Experience strategy.
Duties:
Floor management
To ensure that the implementation of key Customer Experience deliverables i.e. Efficient and courteous
service, low transaction TAT’s, etc. in the Branch, and effective floor & premises management i.e. branch
look & feel, upkeep/ maintenance (Floor-Time, Start of the Day), is implemented in true spirit, in order
to provide existing and prospective customers a superior customer experience, thereby adding value to
the business objectives of the Group.
Queries & basic service requests management
Be the key point of contact in facilitating customers over queries related to accounts/ transactions, bank’s
products (primarily Liability, Consumer & ADC/ Digital products) and handling basic service requests (non-
financial) such as statement of account, balance confirmation certificate, withholding tax certificate etc.;
in a quick & efficient manner, in order to maintain a high level of service quality and customer satisfaction
in the Branch.
Complaint management
To ensure all customer complaints received/ assigned to the branch are handled effectively & timely with
respect to response & resolution (as per the complaint management protocols) so as to enhance the key
indicators of customer satisfaction.
Key Service Indicators’ performance management
Be the key driver of the branch service mandate (Branch Service Ladder) in ensuring that the minimum
benchmark for the BSL & and other related service indicators are met, in order to comply with the
Bank’s service standards/KPI’s.
To provide an insight on prevalent service challenges to the Customer Experience Unit & analyze
recurring complaints to identify & fix process gaps.
Traffic migration to Digital Banking Channels
To guide customers & create awareness on the features of the Digital Channels in order to migrate
traffic from branches to Digital e.g. Alfa, Internet Banking, SMS Alerts, E-Statements, CDM/ CDK
utilization, Call Center etc., in order to proliferate the Bank’s Digital Products and a convenient service
channel to customers, thereby adding value to the Bank’s objectives, and giving customers a higher level
of facilitation.
Cross-sell referral
To assist the branch in generating adequate cross sell referrals such as on Consumer/ third party/
various liability products, in order to add value to retail business objectives.
Other deliverables
• To ensure all actionable emanating from the Voice of Customer survey, Video Mystery
Shopping & Physical Mystery Shopping, are led to closure, in order to address/remove any
gaps or shortcomings in service quality.
• To ensure the Monthly Branch Service Meeting is held, issues tracked for closure & minutes
shared with the CEU, in order to identify and resolve any issues related to service quality
levels, and also raise any recommendations to enhance service quality levels of the Bank.
• Looking after the short term and long term funding requirements of business clients and
individual customers.
• Building relationships with high net worth individuals.
• Answering any financial and banking queries.
• Contributing towards policy making.
• Providing advice on investments.
• Maintaining a professional image at all times.
• Working closely with small and medium sized businesses.
• Putting into effect new procedures and policies passed down from Head Office.
• Handling customer queries face to face, over the phone or via correspondence.
• Marketing new financial products or services.
• Analyzing financial reports.
• Presenting information clearly to customers, work colleagues and third parties.
• Representing the bank within the local community.
• Verifying customer data to detect and identify financial fraud.
• Opening new bank accounts for individuals and also companies
- Company industry:
- Banking
