Job Title : Regional Service Delivery Manager (RSDM)  Grade : AVP  Department ; Client Services  Location : Ahmedabad  Reporting to : Regional Service Head  POSITION PURPOSE :  Responsible - Manager who has complete responsibility to drive the service agenda/framework across branches, cutting across segments and various business lines. Will also indirectly be responsible for ensuring branches are compliant to all service related compliance activities.   Primary Purposes :  - Manage implementation of Service Framework across the bank including service standardization   - Ensure effective and efficient service delivery across the bank network  - Manage Bank's complaints (specific to the region)&issues efficiently, effectively and timely and intervene across channels to provide guidance, where necessary  - Identify trends and ensures escalations to relevant stakeholders and work closely with Head Complaints to ensure corrective measures are recommended   - Conduct service audits to identify strengths and areas of improvement and work closely with the and branches to ensure - Service Excellence- and conduct Post Resolution Calls to Clients  - Execute service projects as and when identified  - Lead and Manage Service Performance Management Process for the defined region and ensure its effectiveness and completeness  - Engage with the Service Network and relevant stakeholders within RBL  - Support the Wholesale & Retail Client Service Heads  Key Position Responsibilities :  Key Responsibilities :  - Is the single point for Complaints [including Escalated, BO & Partner Complaints] management for the region and executes the related processes, including RCA & coordinating relevant implementation and validating complaints, ensuring timely and accurate processing, as per the laid down procedures.  - Is the single point for Service issues' management in the region and executes the related processes including identification, RCA, resolution & coordinating relevant implementation.  - Supports the implementation and effective working of the Service Management Framework (SMF) in the region  - Manage the implementation and effective working of the SMF in the region and ensure Service Excellence and 'Standardization' across the assigned region  - Implements & drives the Client Engagement Process in the region and ensures quality & meaningful CSAT scores are derived  - Lead and manage the Performance Management Process for Services within the region and identify Strengths and Areas of Improvement. Work closely with the respective branches to ensure effective service delivery.  - Executes all internal surveys conducted by the Bank, including Service Audits & Post Resolution Client Calls. Coordinates any external surveys effected within the region / cross functions.  - Supports the maximization of customer satisfaction & retention and identifies cross sell opportunities by maintaining Top of the Class service standards in all the customer interactions  - Supports the identification & implementation of action plans related to Cost Optimization in the Region  - Partners with the Business in enabling their Business Goals  Ensure a defined engagement model by :  - Conducting monthly meets / calls with Regional Stakeholders, relevant support functions, to discuss performance, reviews, etc.  - Regular branch visit and conduct service audits to measure service efficacy  - Identify gaps in service knowledge and support execution of all Service related training in the Bank (with relevant HR support)  - Ensure all branches are compliant with the BCSBI Codes and ensure seamless performance in all branch service audits (external auditors), liaising with BBB Organization where necessary, coordinating activities to make it happen  - Work as Live support to all client facing staff  - Regularly engages with the relevant & key stakeholders within the Bank/Region  Qualifications And Experience Requirement :  Qualifications :   Essential : Graduate   Preferred : Post Graduate/MBA (full time)  Experience :  Essential - Minimum 6-7 years of experience, including a combination of customer service experience in Banking or Financial Sector.   - Experience in incisive Root Cause Analysis, project management to derive end results& data management  - Preferred Combination of experience in branch banking & central operations / services role   Competency Requirements :  Technical Skills :  Skill Attribute :  Service Excellence - Treating Customer Right  - Taking end-to-end Ownership of Customer Issues  - Cutting across the Bank to obtain results for Customer Servicing  - Always handling Customers with a positive attitude  - Valuing the value chain within the organisation  - Staying ahead of Customer Needs/Queries  Complaints & Request Handling :  - Aptitude to sense client impacting issues and propose measures to mitigate  - Ability to cut through the organisation and seek appropriate information  - Knowledge of all Banks processes, products & services  - Ability to seek solutions to Client Issues & Complaints and handle them holistically   - Ability to sense areas of concern & suggest measures to mitigate them.  Bank Process knowledge :  - Good Understanding of overall banking products viz. Liability, Assets & Credit cards& the processes.  - Understanding of RBI, BCSBI& TRAI circulars  - Knowledge of 5 Pillars of contact centre  - Well versed with net-banking & social media w.r.t. banking   Communication Skills :  - Clearly conveys and cascades information and ideas, through a variety of media, to individuals or groups in ways that engages the audience and helps them to understand and retain the message  - Is consultative and seeks to personalise communication to meet the internal/ external customers needs  - Actively seeks and analyses feedback and responds in an appropriate manner  People Management :  - Actively builds and fosters a friendly, harmonious and productive working atmosphere for all staff.  - Coach and mentor the Management and Supervisors in developing sound people management, leadership skills and relevant competencies.  - Actively shares own knowledge and experience with others in the team.  - Leads by example. Models respect, helpfulness, cooperation and organisational values.  - Builds a cohesive and collaborative team environment.  Interpersonal Skills :  - Strong inter-personal skills  - Ability to influence teams in a functional capacity.  - Work with the team to achieve the desired service goals  Project Management :  - Overall Project Management & Execution, including  - Initiating & Planning  - Delivering results  - Monitoring & Controlling  - Project Risks  - Stakeholder Management  - Project Closure  Behavioural Skills :  Competencies Attribute :  Professionalism - To conduct your duties with good judgment and in good faith  Respect - To be sensitive and responsible for what we say and do  Excellence - To act in a manner that earns the trust and admiration of others  Entrepreneurial - To be enterprising and take ownership of our actions  Teamwork - Working collaboratively to achieve the common goals and be successful together  Client Oriented/Engaging - Ability to understand Customer needs &issues and keep them engaged while delivering the necessary resolutions  Result Oriented - Unwavering focus on achieving results  Influence - Ability to influence stakeholders in a smooth, non-abrasive manner  Orientation to Excellence - Strives for Excellence in whatever beingdone  Attention to Detail - Being meticulous and checking the nitty gritty  Communications - Ability to convey information to otherseffectively and efficiently  Perseverance - Persistence in doing something despite difficulty or delay in achieving success  Time Management - Managing time effectively - allocating the right time to the right activity  Presentation - Effective presentation skills   Negotiation - Negotiation skills resulting in creation of win-win situations  Stakeholder Management - Regular & appropriate engagement with all stakeholders, ensuring they are informed and aligned when required  Project Management - Application of processes, methods, knowledge, skills and experience to achieve the project objectives  Relationship Management - Understands that relationship management is a set of beliefs, data and processes that seek to better understand the needs of others and to produce value for them and the organization  Functional Inter-Linkages :  Internal & External :  All departments of the Bank, particularly :  - Management Committee, in particular   - Heads of Wholesale & BBB Business/Product Units and their respective teams  - Head Strategy, Retail Banking & FI  - Client Services  - Marketing & Communications  - Branch Network & Other Channels  - Operations  - IT  - External Services Organisations

Gujarat

Others

RBL Bank - AVP - Regional Service Delivery Manager 

RBL Bank - AVP - Regional Service Delivery Manager  ,Job Description for RBL Bank - AVP - Regional Service Delivery Manager  in RBL Bank in  Gujarat Others for (6-7) years of experience. Apply Now!

Job Description for RBL Bank - AVP - Regional Service Delivery Manager  in RBL Bank in  Gujarat Others for (6-7) years of experience. Apply Now!