Service Relationship Manager
Posted Updated
Description
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<td height="20" class="xl69" width="879" style="height:15.0pt;width:659pt">·<font class="font7"> </font><font class="font5">Superior Service Delivery: </font></td>
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<td height="66" class="xl66" width="879" style="height:49.5pt;width:659pt">RM is
primary point of contact for all client requirements, however, the sales
nature of RM role requires him to be out of the Branch and not able to
coordinate for service requirements of the client. YES FIRST Service Anchor
will ensure delivery of superior service to YF clients through:</td>
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<td height="22" class="xl67" width="879" style="height:16.5pt;width:659pt">ü<font class="font7"> </font><font class="font6">First Time Right on all
internal and external processes regarding banking and investment requirements
of mapped clients</font></td>
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<td height="44" class="xl67" width="879" style="height:33.0pt;width:659pt">ü<font class="font7"> </font><font class="font6">Take ownership for end to end
closure and delivery of service to YES FIRST clients through coordination for
service and transactional requirements</font></td>
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<td height="22" class="xl67" width="879" style="height:16.5pt;width:659pt">ü<font class="font7"> </font><font class="font6">Provide a product and process
level expertise to YF clients to ensure that service standards are met</font></td>
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<td height="20" class="xl68" width="879" style="height:15.0pt;width:659pt"> </td>
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<td height="20" class="xl69" width="879" style="height:15.0pt;width:659pt">·<font class="font7"> </font><font class="font5">Service Support of the RM for Client:</font><font class="font6"> </font></td>
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<td height="65" class="xl66" width="879" style="height:48.75pt;width:659pt">Ensure
continuity of client engagement on the service delivery front in case of
unavailability of RM due to various RM leave, Attrition Gap Period. During
the RM absence, while the sales and productivity is deferred, continuity is
engagement is critical on the service front in order to ring fence the
client. This is even crucial considering that most attriting RMs join the
competition.</td>
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<td height="20" class="xl69" width="879" style="height:15.0pt;width:659pt">·<font class="font7"> </font><font class="font5">In bound RM engagement:</font></td>
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<td height="44" class="xl66" width="879" style="height:33.0pt;width:659pt">The
proposed branches for YF Service Anchor has base of YES FIRST clients >
400 whereby walk-in of YES FIRST clients is a regular feature. At the time of
Walk-in of YF client, following is important</td>
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<td height="22" class="xl67" width="879" style="height:16.5pt;width:659pt">ü<font class="font7"> </font><font class="font6">Attend to walk-in of YF
clients if any and engage with clients and provide unified service face</font></td>
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<td height="22" class="xl67" width="879" style="height:16.5pt;width:659pt">ü<font class="font7"> </font><font class="font6">Provide single point of
ownership to resolve service query across products</font></td>
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<td height="20" class="xl68" width="879" style="height:15.0pt;width:659pt"> </td>
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<td height="88" class="xl69" width="879" style="height:66.0pt;width:659pt">·<font class="font7"> </font><font class="font5">Pro-active Service Responsibility and Ownership</font><font class="font6">: Success of client service delivery forms a key base for YBL
ability to engage with client on channel activation and cross sell. Making a
pro-active engagement with clients over phone just to take stock of overall
service satisfaction or solve any pending service grievance will go a long
way to ensure service satisfaction for YF clients</font></td>
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<td height="44" class="xl69" width="879" style="height:33.0pt;width:659pt">·<font class="font7"> </font><font class="font5">Create auto model for eliminating escalations</font><font class="font6">: Service Anchor is required to ensure all service delivery
issues of Yes First clients resolved at branch level with near zero
escalations. </font></td>
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<td height="44" class="xl69" width="879" style="height:33.0pt;width:659pt">·<font class="font7"> </font><font class="font5">Personal Integrity: </font><font class="font6"> Maintain customer privacy & ensure that
there is no compromise </font><font class="font8">on customer </font><font class="font6">information with third party. Maintain & follow Yes
Personality guidelines & keep oneself updated with basic Banking
regulations/knowledge.</font></td>
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<td height="45" class="xl70" width="879" style="height:33.75pt;width:659pt">·<font class="font7"> </font><font class="font5">Team Work</font><font class="font6"> : Being proactive to take on work to balance the
team workload without compromise on core deliverables & able to </font><font class="font8">communicate well with staff of all levels</font></td>
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