Group Executive Vice President

  • Company:
    Yes Bank Ltd
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    1 month ago
  • Category:

Skill: soft skills , engagement , salary , workforce , communication , policies , interpersonal skills , job posting , resource planning , attendance; Exp: 10-13 years; Qualifications SECTION II ROLE SUMMARY The role holder is responsible for leading team of middle management staff for Handling wholesale banking customers with reference to on-boarding and continual servicing of customers with specific reference to trade services, CMS, general banking operations (including account opening) & forex etc. The role holder shall also help define and maintain the definition of Premium customers and also define and maintain the service standards for these elite set of customers. Aside of this, he/she will be responsible for resource planning and monitoring and reviewing performances. The incumbent also will have to actively engage with Corporate customers, Product teams, HCM, OSD, CSD, BDTS and all other stakeholders to understand requirements and prepare execution plans in line with Banks policies and Compliance. SECTION III KEY RESPONSIBILITIES/ ACCOUNTABILITIES Strategic/ Managerial Responsibilities Owns the customer lifecycle from onbaording till the optimisation of the Overall Relationship value of the customer Manages and controls the operating framework for the department, provides guidance and support, ensures implementation and review of work processes in order to achieve high performance standards and continuous improvement. Supports the development of the workforce plan for the division by providing inputs on own departments workforce forecasts. Core Responsibilities Responsible for ensuring that Corporate customers receive a professional and consistent high quality services in line or above industry standards. Ensures development of Standard Operating Procedures (SOP) and work instructions governing functional activities as needed, in discussion with various stakeholders. Structure Performance and quality standards for interaction; bring about standards that are best in class across all the undertaken initiatives. His team would be responsible for following One point of contact for customer Develop key contacts with client including fine quality relationships with clients. Responsible for knowing banks processes and ensure work is done First Time Right & within prescribed TAT. Responsible for monitoring day to day transactions and keep customers updated about the same. Escalate internally in case TAT is not met for any transaction before the escalation done by customers. Track repetitive services issues and get this updated/approved one time to cut delays. Maintain records and prepare monthly/regular MIS. Monitors over dues and receivables. Tracks due dates for committed payments, Bills due, installments etc. Ensures that customer gets all transaction advices, required reports/MIS without any reminders. Ensure that the full ecosystem of the client is exploited by the bank effectively (Dealers/vendors/Employees/Trusts/OPDT) Cash Trap Customer/Internal Engagement Chalk out the plan to meet all allocated customers every quarter along with RM/PSMs wherever possible with relevant data points and update from last meeting Complete actionable in time and send closure report to customers. Regular meeting with RM/PSMs for respective customers to update information/ feedback & opportunities. All product notes/PPAC must have this team as a signatory to specifically assess the nuances related to service delivery and customer satisfaction index. The team could also (through MEG) provide a framework by which BUs and Product functions will be rated on a customer satisfaction index Customer Information/Communication Keep contact details and customer information sheet updated at all times. Keep updated about customer/industry news, events & requirements. Should know Financials, background and requirements of the customer. Share YES Bank information like results, awards at regular intervals. Should be aware of pain points/ service variant which will be of key use to client Evangelise the creation and optimization of the overall Corporate CRM strategy of the bank Business Support Responsible to monitor and contribute in garnering additional business from the client. Pro-active information and leads sharing with RM/PSM to further deepen the relationship. Limit monitoring and utilization. Assisting RM/PSMs with the necessary information required by them for business enhancement. Assists Salary Teams in introducing/scheduling appointments with decision makers in the company. Probing/linking/closing business opportunities for new products launched, products availed of by the customer from other banks. Penetrate service products e.g. Internet Banking, Debit Card, Travel Cards. Ensure product/process/ technology level enhancements are taken up with RM/PSMs/relevant teams to simplify process and TAT based on client expectations. Customer Complaints/Escalations Responsible to ensure no complaint/escalation from client. Responsible for 24 hour response to all service related complaints. Handle complaints to the satisfaction of customers. Escalate internally to resolve the complaints in specified TAT. Keep track of complaints to see any pattern. Suggest process changes in order to bring down any repetitive complaints. Evangelisation of an effective and customer friendly CQMS system Knowledge Enhancement Should keep self-updated about Market/Economic environment. Latest financials/news & awards won by Yes Bank New YBL product launches for customer offering. Latest regulatory & bank guidelines Cross Sell Work with client and driver cross sell targets by adopting collaborative approach with various stakeholders within and outside orgainzation People Management or Self-Management Responsibilities Lead, inspire & coordinate the team at all levels to create motivated and engaged employees Manage the people resources within the Communication centre ensuring SLAs are met w.r.t System utilization, Agent Performance, Attendance, Product knowledge and Soft skills Develops a continuous talent pipeline for key roles in the department and provides mentoring for high potential talent in the team who can eventually be made responsible for conducting customer surveys and capturing customer feedback



Experience: 10-13

Function: Human Resource / IR / Training & Development