To consistently meet high standards of external and internal customer service by ensuring process standardization, timely service, inculcation of a customer-centric culture, and strong

PRINCIPAL ACCOUNTABILITIES

• Operational controls in accordance with the Bank’s regulations.
• To greet all customers walking in the branch. Interacting with them at the branch entrance / inquiring on their purpose of visit and guiding them to the relevant desk accordingly for efficient service provision.
• To assist BM in the implementation of the Service Management Program of the bank and liaise/coordinate with Service Quality Department to support the entire branch in meeting service-related targets.
• Handling customer queries about products & services and assisting /guiding them for effective service delivery from branch counters. To manage customer complaints in line with applicable SOPs and regulatory requirements.
• To continuously engage with the entire branch staff for creating awareness about service protocols, sharing SQ reports to improve on weak areas, and conducting regular health checks for maintaining branch ambiance/cleanliness up to the mark.
• To assist the branch in maximining the bank’s business as per targets assigned by the Branch Manager. Key areas to focus on include Deposit generation, Cross-selling, and Opening maximum NTB accounts.
• To ensure implementation of regulatory & compliance controls & SOPs/internal controls in all activities executed by GBO-Service in letter and spirit & to further ensure improved Audit Ratings in segments related to the job.