About the role

·Superior Service Delivery: 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: üFirst Time Right on all internal and external processes regarding banking and investment requirements of mapped clients üTake ownership for end to end closure and delivery of service to YES FIRST clients through coordination for service and transactional requirements üProvide a product and process level expertise to YF clients to ensure that service standards are met ·Service Support of the RM for Client: 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. ·In bound RM engagement: 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 üAttend to walk-in of YF clients if any and engage with clients and provide unified service face üProvide single point of ownership to resolve service query across products ·Pro-active Service Responsibility and Ownership: 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 ·Create auto model for eliminating escalations: Service Anchor is required to ensure all service delivery issues of Yes First clients resolved at branch level with near zero escalations. ·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

Service Relationship Manager

About the role

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