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

28 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.

This career opportunity is no longer open.
Please search for current vacancies here.

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