- New Customer Acquisition- Management and Support of Existing customer in Bangalore city- Customer Service- Logistical support- Marketing support- Debt collection- Value add selling- Retention

Responsible for ensuring that service and control /compliance framework is fully defined through a continuous review of processes and product parameters around customer service .To ensure our set of products are in line and compliant with internal bank policies and regulatory guidelines.Ensure that high service quality is delivered to all Customers.Responsible to create vital reports / reviews / metrics that need to be monitored on an ongoing basis to determine quality and efficacy of Operational processes.Managing the campaign for Brand awareness in HyderabadTo play the role of a guide & mentor to reporting personnel with respect to Sales/Service & Operational efficiencies.To meet & attempt to exceed the branch's business targets with relation to Cross-Sell.To closely monitor compliance with Audit reports (Concurrent,internal,RBI etc),track rectification of errors & processes observed in the process review reports, trends on complaints/queries etc.Execute customer satisfaction survey & device action plan based on the results achieved.

Heading the Ombudsman & Grievance desk for CitiPhone,India.Support business heads in resolving the queries received from customers / regulatorsReview local service issues, trouble shooting i.e., handle customer cases that blow up due to access channel failure.Responsible for the supervision of a staff of twenty-eight people within the customer service departmentHeading a Team of 17 SMEs(Subject Matter experts) who handle Internal escalations within CitiPhone.Monitoring adherence to laid out Service parameters & ensuring zero escalations.Ensure that Control and Compliance checks are done periodically.Evaluating team member’s performance on sales & service parameters assigned to them & rate them accordingly.Schedule staffing as per requirement

Monitor a Team of 15 Customer service officers who handle queries from Citibank Customers.Handle Escalation callsMonitor team attendance, punctuality and administer work schedules to ensure productivity goals are met.Help in employee development through training, formal and informal coaching and performance appraisal.Recruit and interviewing as the need ariseWork closely with other teams and departments within company to facilitate effective inter-departmental communication.Prepare daily reports and Quality checks

Handling queries regarding bank accounts and credit card Handling customer EscalationsProviding superior service to Citibank customersHandling Quality Checks and creating an effective MISConsistently achieving sales targetsSupported operations manager for individual development planning and execution in the absence of a Supervisor

Job Profile:Meeting Doctors, Institutions and promoting products.Sales forecasting and Inventory handling.Market survey of competitor's products and offers and reporting to Company.