Client Services Advisor

Job Requirements

Role/ Job Title: Client Services Advisor

Function/ Department: Wholesale Banking Operations

Job Purpose: 'Client Services is a client facing function that involves close engagement with Wholesale Banking clients and the entire spectrum of internal Business & Support functions covering Technology & Operations. Client centric approach to ensure that the Products & solutions implemented are functioning effectively and BAU operations of clients function smoothly. The team provides Post Transaction & Advisory services in the Cash Management, Exchange House & Remittance Services domain. The incumbent functions as a conduit between the Banks and the clients to ensure fulfilment of the client's needs across Transaction Banking (Cash, Digital Banking, Exchange House and General Banking needs.

KEY ROLE COMPONENTS : Client Service Delivery, Client Management, Internal & External Stakeholder management, Internal coordination with Tech/Operations for Service Delivery, TAT Adherence

Roles & Responsibilities:

• Maintain and exercise control over a portfolio of clients covering CMS Platinum & Non-Platinum segments and General Banking Services, with sound knowledge and servicing experience across API Banking, Host-to-Host (H2H) integrations, UPI, Cash & Cheque Collections, Bulk Payments, NACH/e-NACH, BBPS, Dividend Payouts, Virtual Accounts, and other Cash Management solutions, as applicable.
• Ensure that services to WB clients are of the highest standard with sharper SLAs for Platinum CMS clients & Top Tier marquee names, while constantly monitoring customer quality in order to minimize the risk of loss to the bank.
• Conduct regular service review meetings with decision makers and operational contacts, prepare minutes and follow through all the issues raised by client and ensure timely resolution.
• Liaise with Implementation, Sales, Operations, Product Management, Channel Management, Relationship Manager and Technology teams to ensure high quality of service delivery across Cash Management products.
• Proactively ideate and provide inputs and initiate projects leading to operational efficiency and ease of business.
• Continue to improve the client related processes, post implementation period.
• Act as the primary owner/single point of contact for clients in the portfolio
• Establish and maintain relationship and provide added service to selected clients in supporting the business relationship.
• Advisors will be responsible for managing their respective portfolios in CMS / Digital Banking & Collections/Payments solutions.
• Provide support for rollout of new products/services
• Testing & verification of system enhancements