Senior Officer/Analyst, Embassy Service Manager, Consumer Banking Group

Job PurposeDifferentiated Customer Experiences Leading through ServiceKey AccountabilitiesEmbed service culture for all customer touchpoints particularly complaint resolution and client communication.Job Duties & RequirementsProviding service to Embassy accounts and diplomatsClosely working with Embassy RMs on day to day basisTake ownership and be accountable for all customer service requests / issues: updating CRM, end to end customer complaint journey management; first time resolution, doing things right the first time-Embed the service culture for all customer touchpoints particularly complaint resolution and client communicationEnsure risk and governance factors of the branch are always monitored and addressed. Potential breaches must be highlighted immediatelyIncrease customer satisfaction scores - Minimum CSS and Problem Resolution scores of 4.1 for the Cluster, brand awareness and customer preference indicatorsSupport the CSOs (Client Service Officers) on daily BAU as per requirementCo-ordinate with support functions for ad-hoc banking related requirement received from clientsCustomer service lobby management (client walk-ins) Diplomats and Embassy bearersMaintain and grow relationships with each Treasure client by ensuring and establishing individual connect outside of CCMAccount Opening and static data STP to be maintained at 80% or as per targets decided by Senior ManagementResolution of all branch requests and enquiry within stipulated TATsRequired ExperienceMinimum 6-7 years of front line client experience with a leading bank or financial institution.Education / Preferred QualificationsGraduate/PostgraduateCore CompetenciesTake ownership and be accountable for all customer issues: updating CRM, end to end customer complaint journey management; first time resolution, doing things right the first time-Embed the service culture for all customer touchpoints particularly complaint resolution and client communicationEnsure risk and governance factors of the branch are always monitored and addressed. Potential breaches must be highlighted immediatelyIncrease customer satisfaction scores - Minimum CSS and Problem Resolution scores of 4.1 for the Cluster, brand awareness and customer preference indicatorsSupport the CSOs (Client Service Officers) on daily BAU as per requirementCo-ordinate with support functions for ad-hoc banking related requirement received from clientsCustomer service lobby management (client walk-ins) for Diplomat and EmbassiesMaintain and grow relationships with each Diplomat client by ensuring and establishing individual connect outside of CCMAccount Opening and static data STP to be maintained at 80% or as per targets decided by Senior ManagementResolution of 95% of branch requests and enquiry within stipulated TATsEnsure resolution of 100% complaints within 1 dayTechnical CompetenciesShould have knowledge on banking terminologies, branch banking processes, digital banking, UPIShould be well versed with MS -Office applications like WORD, EXCEL, POWER POINTWork RelationshipComplete all pending risk reviews, CRM, AML, Re-KYC, EWSS & Surveillance alerts and ensuring no alerts remain over-dueEnsure all Embassy and Diplomat clients are given priority processing and attentionEnsure timely closure of Deferrals taken within the stipulated timelinesPrimary LocationIndia-Delhi-Vasant ViharJobCustomer ServiceScheduleRegularJob TypeFull-timeJob PostingNov 3, 2025, 6:30:00 PM

Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...