Customer Services - Unit Manager - PCG CS - West
Posted Updated
Description
<p style="margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:72pt;text-align:justify;text-indent:-18pt;vertical-align:baseline;"><span lang="en-us" style="font-size:10pt;font-family:'Courier New';color:#000000;" xml:lang="en-us">o<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-family:Calibri, sans-serif;" xml:lang="en-us">Develop and
implement a client service strategy aligned with business goals.</span></p>
<p style="margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:72pt;text-align:justify;text-indent:-18pt;vertical-align:baseline;"><span lang="en-us" style="font-size:10pt;font-family:'Courier New';color:#000000;" xml:lang="en-us">o<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-family:Calibri, sans-serif;" xml:lang="en-us">Collaborate
with key stakeholders (Wealth RMs, Bank Teams, Third Party Product Teams etc)
to streamline service delivery</span></p>
<p style="margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:72pt;text-align:justify;text-indent:-18pt;vertical-align:baseline;"><span lang="en-us" style="font-size:10pt;font-family:'Courier New';color:#000000;" xml:lang="en-us">o<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-family:Calibri, sans-serif;" xml:lang="en-us">Drive
automation and digital transformation initiatives to enhance customer
experience</span></p>
<p style="margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:72pt;text-align:justify;text-indent:-18pt;vertical-align:baseline;"><span lang="en-us" style="font-size:10pt;font-family:'Courier New';color:#000000;" xml:lang="en-us">o<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-family:Calibri, sans-serif;" xml:lang="en-us">Responsible
for end-to-end client service experience, ensuring timely and high-quality
support.</span></p>
<p style="margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:72pt;text-align:justify;text-indent:-18pt;vertical-align:baseline;"><span lang="en-us" style="font-size:10pt;font-family:'Courier New';color:#000000;" xml:lang="en-us">o<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-family:Calibri, sans-serif;" xml:lang="en-us">Act as an escalation point for critical client
issues, grievances, and high-value service requests</span></p>
<p style="margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:72pt;text-align:justify;text-indent:-18pt;vertical-align:baseline;"><span lang="en-us" style="font-size:10pt;font-family:'Courier New';color:#000000;" xml:lang="en-us">o<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-family:Calibri, sans-serif;" xml:lang="en-us">Implement
proactive client engagement strategies and feedback mechanisms</span></p>
<p style="margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:72pt;text-align:justify;text-indent:-18pt;vertical-align:baseline;"><span lang="en-us" style="font-size:10pt;font-family:'Courier New';color:#000000;" xml:lang="en-us">o<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-family:Calibri, sans-serif;" xml:lang="en-us">Work with
internal teams to enhance service efficiency and turnaround time (TAT).</span></p>
<p style="margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:72pt;text-align:justify;text-indent:-18pt;vertical-align:baseline;"><span lang="en-us" style="font-size:10pt;font-family:'Courier New';color:#000000;" xml:lang="en-us">o<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-family:Calibri, sans-serif;color:#000000;" xml:lang="en-us">Map
customer-related processes and identify process gaps. Work with the respective
teams to automate/re-engineer the processes.</span></p>
<p style="margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:72pt;text-align:justify;text-indent:-18pt;vertical-align:baseline;"><span lang="en-us" style="font-size:10pt;font-family:'Courier New';color:#000000;" xml:lang="en-us">o<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-family:Calibri, sans-serif;" xml:lang="en-us">Continuously
optimize service delivery processes for efficiency and scalability<span style="color:#000000;"> </span></span></p>
<p style="margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:72pt;text-align:justify;text-indent:-18pt;vertical-align:baseline;"><span lang="en-us" style="font-size:10pt;font-family:'Courier New';color:#000000;" xml:lang="en-us">o<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-family:Calibri, sans-serif;" xml:lang="en-us">Provide
regular reports to senior management on service trends, client concerns, and
operational efficiency</span></p>
<p style="margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:72pt;text-align:justify;text-indent:-18pt;vertical-align:baseline;"><span lang="en-us" style="font-size:10pt;font-family:'Courier New';color:#000000;" xml:lang="en-us">o<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-family:Calibri, sans-serif;" xml:lang="en-us">Implement
best practices in customer service to maintain a competitive edge</span></p>
<p style="margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:72pt;text-align:justify;text-indent:-18pt;vertical-align:baseline;"><span lang="en-us" style="font-size:10pt;font-family:'Courier New';color:#000000;" xml:lang="en-us">o<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-family:Calibri, sans-serif;color:#000000;" xml:lang="en-us">Ability
to make decisions, think strategically and provide thought leadership to
service these high profile clients</span></p>
<p style="margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:72pt;text-align:justify;text-indent:-18pt;vertical-align:baseline;"><span lang="en-us" style="font-size:10pt;font-family:'Courier New';color:#000000;" xml:lang="en-us">o<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-family:Calibri, sans-serif;color:#000000;" xml:lang="en-us">Proactively
identify potential customer issues and drive mitigation measures</span></p>
<p style="margin-top:0cm;margin-right:0cm;margin-bottom:10pt;margin-left:72pt;text-align:justify;text-indent:-18pt;vertical-align:baseline;"><span lang="en-us" style="font-size:10pt;font-family:'Courier New';color:#000000;" xml:lang="en-us">o<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-family:Calibri, sans-serif;color:#000000;" xml:lang="en-us">This
role involves frequent interactions with Clients directly along with Business
teams (Virtual as well as Physical meetings)</span></p>
<p style="margin-top:0cm;margin-right:0cm;margin-bottom:10pt;margin-left:72pt;text-align:justify;text-indent:-18pt;vertical-align:baseline;"><span lang="en-us" style="font-size:10pt;font-family:'Courier New';color:#000000;" xml:lang="en-us">o<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span><span lang="en-us" style="font-family:Calibri, sans-serif;color:#000000;" xml:lang="en-us">This
role also involves frequent interactions with Management and Leadership team on
servicing aspects</span></p>