About the role
oDevelop and implement a client service strategy aligned with business goals.
oCollaborate with key stakeholders (Wealth RMs, Bank Teams, Third Party Product Teams etc) to streamline service delivery
oDrive automation and digital transformation initiatives to enhance customer experience
oResponsible for end-to-end client service experience, ensuring timely and high-quality support.
oAct as an escalation point for critical client issues, grievances, and high-value service requests
oImplement proactive client engagement strategies and feedback mechanisms
oWork with internal teams to enhance service efficiency and turnaround time (TAT).
oMap customer-related processes and identify process gaps. Work with the respective teams to automate/re-engineer the processes.
oContinuously optimize service delivery processes for efficiency and scalability
oProvide regular reports to senior management on service trends, client concerns, and operational efficiency
oImplement best practices in customer service to maintain a competitive edge
oAbility to make decisions, think strategically and provide thought leadership to service these high profile clients
oProactively identify potential customer issues and drive mitigation measures
oThis role involves frequent interactions with Clients directly along with Business teams (Virtual as well as Physical meetings)
oThis role also involves frequent interactions with Management and Leadership team on servicing aspects