Team Member - WBG HO / IPO / CIP - Operations

Position Name: National Lead – Account Servicing, Wholesale Banking

Department Wholesale Banking – Service Delivery Location Vikhroli, Mumbai Number of Positions 1 Reporting Relationships M8/SVP – Service Delivery and CX Position Grade M6/M7 (DVP/VP) - Account Servicing

Job Role:

Role of National Lead for Account Servicing:

• Supervise Team Leaders across 5 regions, 10 offices throughout India, 50+ Team members servicing clients and RM’s
• Serve Corporate and Wholesale banking clients by facilitating opening of various types of Current Accounts for all constitutions, including special accounts like Escrow, RERA, Nodal, etc.
• Manage collection of documents, verification and timely processing of Account maintenance requests like signatory management, KYC/Re-KYC, Term deposit requests, etc. through respective RPC’s.

Responsibilities:

• Ensure timely and accurate completion of all account opening functions, provide excellent customer service, fulfill requests end-to-end, and resolve customer issues effectively.
• Provide a monthly report on metrics while addressing team challenges and celebrating successes.
• Conduct periodic location wise service reviews to ensure quality service to both internal and external clients
• Maintain a robust processing environment with effective controls, empowering the team to offer client solutions within the established policy framework
• Ensure compliance with regulatory guidelines, company policies, and processes and facilitating smooth audits at all times.
• Monitor customer satisfaction and service levels closely, driving necessary process improvements
• Coordinate with stakeholders and clients to address process gaps or issues
• Keep process documents updated and ensure regular reviews
• Manage queries, issues, escalations and audits effectively

Job Requirements: Post Graduate /MBA with 10-12 years of team leading experience in Account Opening, KYC guidelines, Account Maintenance and related Wholesale Banking products Skills:

An Account Servicing National Lead, who oversees team leaders, should effectively lead the team, achieve service levels, ensure compliance, and continuously enhance the efficiency of the account servicing process

Here are some key skills required for this role:

• Leadership Skills: Ability to inspire, motivate, and guide team leaders and their teams towards achieving goals.
• Regulatory Knowledge: Familiarity with relevant regulations and compliance requirements related to account opening processes.
• Customer Service Orientation: Understanding the importance of customer satisfaction and the ability to address client needs and concerns effectively.
• Communication Skills: Strong verbal and written communication skills to convey information clearly and effectively to team leaders, clients, and other stakeholders.
• Interpersonal Skills: Ability to build and maintain positive relationships with team members, clients, and other departments.
• Organizational Skills: Proficiency in managing multiple tasks, prioritizing responsibilities, and ensuring that deadlines are met.
• Problem-Solving Skills: Ability to identify issues, analyze situations, and develop effective solutions quickly.
• Analytical Skills: Capability to assess data and metrics related to account openings and team performance to make informed decisions.
• Training and Development: Skills in coaching and mentoring team leaders to enhance their performance and professional growth.
• Technical Proficiency: Knowledge of software and tools used in account management and data analysis, as well as the ability to adapt to new technologies.
• Strategic Thinking: Ability to develop and implement strategies that align with organizational goals and improve account opening processes.
• Conflict Resolution: Skills to manage and resolve conflicts within the team or with clients in a constructive manner.
• Time Management: Ability to manage one’s own time and the time of team leaders effectively to maximize productivity.
• Adaptability: Flexibility to adjust to changing circumstances and the ability to lead teams through transitions.
• Performance Management: Skills in setting performance metrics, data evaluation, reviews and providing constructive feedback to team leaders.