Service Head

Citibank - More jobs by this advertiser
Service Head-19002396

Primary Responsibilities:

  • Manage the level of service quality to ensure high quality customer satisfaction with all aspects at branch banking:
  • Ensuring that CSLM scores are achieved
  • Tracking service indicators
  • Ensuring superior customer branch walk-in/voice based experience
  • Drive service initiatives
  • Customer complaints are sensitively handled as per the prescribed guideline
  • Supporting other branches within the city & new branches in the region to provide seamless service

Process Improvement:

  • Tracking Problem Incidences
  • Reviewing/Streamlining processes
  • Reducing cycle time
  • Controls & Compliance: Ensure a high standard on compliance & controls in the branch
  • Transaction processing as per defined process and guidelines
  • Ensure all regulatory guidelines, process changes and control requirement are communicated to the team
  • Ensuring that all regulatory, statutory & compliance standards are met
  • Focusing on self assessment of branch transactions/processe
  • Complying with the escalation process on TOD’s
  • Entitlement reviews and authorizationWorking towards achieving a satisfactory audit rating


  • Maintain a high level of employee morale & satisfaction
  • Provide strong service culture to improve service quality & create superior customer service
  • Enhance employee skills through training
  • Expenses monitoring: Tracking branch expenses to ensure prudent expense management
  • Reinforcing the importance of expense management within the team
  • Ensuring that each person works towards expense controls in their respective work areas
  • Branch administration- Designated as the safety officer for the branch ensuring that branch upkeep & security  is maintained
  • ATM operations- ATM related activities supported by Vendor
  • In addition to the above the incumbent would be required to maintain and build on working relationships with other branches : Sales team; Branch operations ; CCU ; Clearing; Citiphones; Product; Technology; Control & Compliance Unit; Training Unit; HR; Quality; Credit; Vendors; CRS
  • Decision Making: The incumbent would also have critical Decision Making Authority related to:


  • PI’s, service charges, TOD’s, resolving any service issue, generating sales through service
  • Implementing controls at the CSR counter for all financial transactions
  • Reviewing/streamlining processes in the branch through QSA, escalation to seniors
  • Monitoring a service/relationship calling plan for new/existing customers
  • Managing branch administration
  • Job rotation
  • Performance appraisals of the team
  • Vendor selection & managing existing vendors
  • Total No. of Staff / Employees Supervised: Branch Service team including CSRs, SMs, Cash Officer, Greeter, OICs etc.
  • Individual Responsibilities: tasks to be performed on an individual basis without involving subordinates
  • Representing business as a service champion at different forums such as a SQ, service committee meetings, tech enhancement programs, product development
  • Managing key customer relationships in the Bank
  • Direct & close coordination with different units
  • Job rotation
  • Review of processes/PI
  • Performance Appraisals
  • Entitlement reviews and authorization

  • Strong client centric approach
  • Should be compliance and controls centered
  • Should be a good team player

13 July 2019
Location: India Haryana Gurgaon
Work type:
Full time
Banking and Financial Services
Customer Service
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

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