Service Relationship Manager - YES Bank

Yes Bank; Surat; On-site; INR 600,000 - 900,000; Full time

Job summary

Yes Bank invites applications for a Service RM role within YES FIRST Wealth and Business. The position focuses on maintaining high-quality client service, coordinating banking and investment requirements, and acting as the primary contact when the RM is unavailable.

The role emphasizes proactive engagement and seamless service delivery for YES FIRST clients. The candidate should have 3–5 years of Banking Operations & Services experience, with knowledge of finance products from an operations

Qualifications

• Any Graduate. Post Graduate preferred.
• 3–5 years of work experience in Banking Operations & Services.
• Knowledge of finance products from an Operations point of view; from Banking & Financial Services Organizations of repute.

Responsibilities

• First Time Right on all internal and external banking and investment requirements.
• Take end-to-end ownership for service delivery to YES FIRST clients through coordination for service and transactional requirements.
• Provide product and process level expertise to YES FIRST clients to ensure service standards are met.
• Service Anchor is required to ensure all service delivery issues are resolved with near-zero escalations.
• Ensure continuity of client engagement during RM absence to protect the client and maintain service levels.
• Attend to walk-ins of YES FIRST clients and engage with clients to provide unified service.
• Provide single point of ownership to resolve service queries across products.

Skills

Customer focus

Problem solving

Communication

Education

Any Graduate. Post Graduate preferred

Tools

MS Office

Job description

SECTION I: BASIC INFORMATION

Job TitleService RM Functional TitleService RM GradeDeputy Manager / Assistant Manager / Manager Management BandJuinor Management Business UnitRetail Banking DivisionYes First Wealth and Business DepartmentService Management Location Reporting toBM/DBM No. of Direct Reports-

SECTION II: ROLE SUMMARY

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.

SECTION III: KEY RESPONSIBILITIES/ ACCOUNTABILITIES

Strategic/ Managerial Responsibilities

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

Core Responsibilities

• First Time Right on all internal and external processes regarding banking and investment requirements of mapped clients
• Take ownership for end to end closure and delivery of service to YES FIRST clients through coordination for service and transactional requirements
• Provide a product and process level expertise to YF clients to ensure that service standards are met
• Service Anchor is required to ensure all service delivery issues of Yes First clients resolved at branch level with near zero escalations.
• 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 attiring RMs join the competition.
• 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
• Attend to walk-in of YF clients if any and engage with clients and provide unified service face
• Provide single point of ownership to resolve service query across products

People Management or Self-Management Responsibilities Personal Integrity: Maintain customer privacy & ensure that there is no compromise on customer information with third party. Maintain & follow Yes Personality guidelines & keep oneself updated with basic Banking regulations/knowledge.
Team Work: Being proactive to take on work to balance the team workload without compromise on core deliverables & able to communicate well with staff of all levels

Risk and Internal Control Responsibilities

SECTION IV: KEY INTERACTIONS

Key Internal InteractionsPurpose of Interaction

Key External InteractionsPurpose of Interaction

SECTION V: KNOWLEDGE & EXPERIENCE

KNOWLEDGE

Minimum QualificationsAny Graduate. Post Graduate preferred

Professional Certifications

Skills

EXPERIENCEYears of Experience

• About 3 to 5 years of work experience in Banking Operations & Services
• The candidate must have very good knowledge and understanding of finance products from an Operations point of view
• Must necessarily come from Banking & Financial Services Organizations of Repute.

SECTION VI: COMPETENCIES & KEY PERFORMANCE INDICATORS

BEHAVIORAL COMPETENCIES

Core Competencies

• Customer Focus
• Listens to and demonstrates an understanding of customers stated needs
• Delivers customer value through timely and quality execution
• Develops an understanding of problems and employs existing or new methods to find solutions
• Professional Entrepreneurship
• Takes proactive and constructive action at work with little or no direction from others
• Displays responsibility for problems, initiatives and tasks that lie within the domain of own role
• Drive for Results
• Seeks to understand the rationale for key decisions and understands implications for own role/ actions
• Displays a sense of urgency to deliver outcomes as per stated timelines
• Reacts to challenges by displaying an optimistic demeanori>
• Influence and Impact
• Uses simple persuasion techniques to achieve the desired result / action / commitment from others
• Responds to stated requirements of internal/ external stakeholders by keeping a solution oriented mindset
• Quality Focus
• Ensures adherence to quality standards in work/service delivery, identifies opportunities for improvement in routine course of work
• Adheres to laid down systems, procedures and identifies opportunities to enhance efficiency in own sphere of work through incremental improvement

Leadership Competencies

• Lead the way
• Displays awareness and understanding of the external environment relevant to own area of work and is able to assess their impact on the business in which he operates
• Translates the Banks vision to own sphere of work and defines plan for achievement of the growth and scale objectives
• Actively seeks, identifies and promotes opportunities to try out new ideas
• Frequently communicates the organizational strategy and energizes employees within own region to realize Bank objectives and live the brand
• Lead and Develop people
• Sets performance expectations at the department level, monitoring performance, providing measurement systems, driving accountability and rewarding high performance
• Enables empowerment by assigning clear challenging tasks with definitive accountabilities, resources and authority
• Coaches and mentors employees to develop required skills, provides developmental tools and provides continuous feedback and support
• Enables Change
• Displays the ability to depart from traditional methods/behaviors and adapting quickly when situational constraints require new or different approaches
• Cascades the vision for change, and leads required transformation in structure, processes and capability to ensure a smooth transition
• Encourages team members to respond positively to changes, encouraging discussion, responding with empathy to their anxiety

TECHNICAL COMPETENCIES Technical Competencies

• He should have understanding of basic MS office & other basic software