AVP - Client Service Desk

Client Service Desk team is responsible for customers' life journey with the bank, managing their relationship from all regulatory as well as internal bank requirements to complete transaction and service requirements in accordance with the bank's policies and procedures. The role plays an important part as liaison between stakeholder groups involved in the delivery of all transactions and service requirements, including front office, compliance and operational groups across the organisation. They will be responsible for engaging with internal and external stakeholders on a daily basis and ensuring the uninterrupted flow of communications between parties. Maintain excellent rapport with all client touch points across different divisions and internal units based on the product distribution within the customer group. Enhance service proposition in such a way that it leads to deepening and building relationships. Along with working with the colleagues locally, there would be regional interaction with the APAC team for this space and to incorporate best practices followed across.

Responsibilities:

• Manage a Team of 5-7 staff.
• Sound knowledge of Trade Finance, General Banking and Treasury Operations.
• Escalation to management of issues and actively follow up for resolution.
• Liaise with internal and external stakeholders for closure of long-pending cases.
• Publishing of MIS on the status of the transactions to the senior management of the bank.
• Maintain working knowledge of various internal processes, local regulations and guidelines.
• Ensure high-quality customer experience and reduce process/documentary redundancies to maintain client satisfaction.
• Support and educate clients on various products of the Bank and be an advisor for the client on solutions.
• Work closely with other internal teams to ensure the best service to clients and business units.
• Ability to work in a time-sensitive environment.
• Ensure that there are no critical audit points as a result of regulatory or internal audits.
• Facilitator of client needs liaisoning suitably with all stakeholders and following through to execution.
• Manage internal approvals/ exceptions to be raised to management/ approval authorities to facilitate transactions other than pricing/ limit related items.
• Ability to work on multiple IT systems.

Requirements:

• Working knowledge of Banking Products including Trade Finance, Remittance, Loans and deposits, General Banking, FX, etc.
• Client Service Experience is desired.
• Leading a Team of 5 plus members.
• Bachelor's degree required. MBA will be an added advantage.
• Minimum of 10-16 years of relevant Trade finance and General banking experience and proven track record.
• In-depth knowledge of RBI regulatory aspects around Trade Finance, Remittances, Loans and deposits and General banking will be of importance.
• Good judgement, integrity and ability to challenge the front office when required.
• CDCS certification will be an added advantage.