The Role involves meeting the VVIP customer and operate as relationship Manager. Involves Strong organization, time management, and multi-tasking skills.
Ensure Wing-to-Wing Resolutions of cases 24/7 received with utmost accuracy and delivering best in class service. Final Resolution to be communicated to Customer and VIP customer, Senior management team , other external sources. Follow proactive servicing model.
Portfolio Management & responsible towards reducing the inflows in respective portfolio.
Maintain reports / mis / dashboards for the activities handled to monitor performance and progress.
To be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions. Raising trigger to SMTs on resolved negative cases.
Identify opportunities to delight VIP segment and to audit (maker-checker) existing processes.
Provide concrete RCA (Root Cause Analysis of query/Request/complaint) and suggest/highlight critical system/process/policy gaps. Close these chronic issues through process improvement and customer experience council/concern depts. /SMTs.
Meeting VVIP and critical to business customer personally.
Liaison with Sales, marketing, Risk, Product, pricing, and collection for the VIP portfolio requirements, deviations, Service Nos and change/improvement in process.
VVIP relationship management : Proactive account level management - CDNR, PIN, transaction declines, STNR, Penal charges, fraudulent transaction, statement cycle, payments, delinquency-collection, reward points (expiry/redemption), CLI -permanent & temp), address/contact change, flipping/renewal, spends, Proactive management of Tata Top management cases/escalation, meeting with customer, visiting SBI branches, online Support to sales.
Manage End - End resolution for VIP accounts raised by any dept., proactive servicing on referred cases by call center or any other depts.
Ensure productivity targets are overachieved and 100% C-Sat.
Adhere to risk policies, maker-checker process and maintaining the data for audit requirement.
Critical financial tasks on Vision+& decision making - Reinstatement of account, Credit limit increase (audit item), approving& Verifying KYC documents for change of contact. Card flipping/upgrade, Reward points reinstatement, Change of billing cycle, change of statement mode on Vision+, Reissue/replacement of cards. Risk/Pricing/product deviation for retention of VIPs, VIP application curing.
Role involves 20% travelling within in India for 2-3 days in a month, being part of customer service camps, meeting VIP customers.
