Client Service Manager - Phoenix

Requisition Number

64928

Job Location

Chennai, IND

Global Grade

Band 7

Work Type

Office Working

Employment Type

Permanent

Posting Start Date

06/11/2026

Posting End Date

10/11/2026

Job Summary

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Servicing primarily walk-in customers to fulfill the specific transactional requirements of the customer through high quality customer service while increasing product penetration through cross sell and achieving allocated portfolio and revenue targets.

Key Responsibilities

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• Ensure high level of customer service and manage difficult customer situations.

• Ensure resolution of all complaints received for branches through COMMAND.

• Gather/prepare statistics for service quality and productivity indicators

• Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections

• Find ways to improve operational efficiency and control costs to meet cost budgets

• Ensure transactions are processed with a high level of accuracy and commitment within standard turnaround time to satisfy customer needs

• Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below benchmark, sustain and better-quality service

• Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints

• Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking

• Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities

• Responsible for general reconciliation and control activities

• Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guidelines

• Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff

• Contribute to branch performance through referrals, efficient customer service, effective operations controls

• He/she is aware of bank’s Mis selling \& Sales Policies and ensure adherence all the time.
• Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD \& Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.

• Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance

• Responsible for health and safety for all. As part of the Health and Safety guidelines you should

• Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; Co-operate with Management to support and promote Health and safety in the workplace;

• Ensure that your actions do not put others at risk; Work in a healthy and safe manner;

• Encourage others to work in a healthy and safe manner

• Report all accidents and incidents and bring to the attention of the management any hazard in the workplaceStrategy

• Client Services: Client Service Managers (CSM) to deliver consistent and high-quality service to Private Banking clients.

• Facilitate a smooth working relationship of Front Office teams with support functions.

• Business Controls: To comply with all applicable money laundering prevention procedures and highlight suspicious activities/behaviour of clients and staff e.g., account irregularities and alert TL of the suspicious transactions on a timely basis.

• Fully compliant with regulations and Group policies and guidelines, and be able to highlight, mitigate and protect the bank against credit, legal, documentation, repetition and other risks; to conduct business at all times in a compliance-conscious manner and alert to the potential risks of money laundering and other undesirable transactions/activity during and after client on-boarding process.

Business

• Work with relevant teams to enhance the control environment within the Front Office.

Processes

• Provide comprehensive client support services to TL / RMs in executing a broad range of banking and investment transactions for Private Banking clients.
• Provide concise and relevant information flow and execute all client transactional and administrative needs accurately and on a timely basis (information flow and client requests might include but not be limited to exchange rate requests, referral letters).
• Handle and resolve day-to-day queries from clients on transactional activity, operations, systems, account re-balancing processes etc.
• Support TL/RMs to complete sales documentation and related processes (e.g. client profiling / KYC diligence) and input such information together with deal information into data capture and / or transaction processing systems. Assist TL/RMs in preparing Business Credit Application, financial review documentation and other customer correspondence as and when required. Support TL/RMs in attending to and follow-up on customer service issues with clients and internal departments, and in all cases report and escalate customer complaints to management in accordance with established procedures. Failure to report and escalate complaints will result in disciplinary action.
• Handle and ensure clients’ documents and reporting comply with internal process standards.
• Ensure full awareness of and adherence to the policy and procedures e.g. credit policy and operation procedures.

People \& Talent

• Lead through example and build the appropriate culture and values.

• *• Develop professional skills o