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Job Information

Citi SRM in Mumbai, India

  • Primary Location: India,Maharashtra,Mumbai

  • Education: Bachelor's Degree

  • Job Function: Customer Service

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 19018634


Role Outline/Job Summary:

  • Overall service responsibility for the branch walk-ins as well as voice based and ensure seamless service delivery

Job Description:

  • POSITION TITLE: Service Relationship Manager (SRM)


  • DEPARTMENT: Branch Banking

  • Grade/Level: Q/R

  • FUNCTION/GROUP: Consumer bank



Business/ Department Objectives:

Dimensions of the Job:

  • The personnel at the branch responsible for superior customer experience for service requests

  • Handles service delivery for the branch channel for customers interacting/visiting the branch walk-in as well as voice based

  • The primary function of this role is to achieve the following:

  • Overall Service quality objectives

  • Track customer Relationship management

  • Ensure that in branch customer experience is world class through seamless service delivery, minimal wait time & service desk & proactive customer engagement

  • Cross Sell banking products to walk-ins and while calling

Primary Responsibilities:

  • Transaction processing as per defined process and guidelines

  • Processing service request /instructions

  • Drive Quality initiatives on customer service

  • Meet CSLM score of 90 % for CitiGold

  • Ensure all legal, compliance, regulatory requirements are complied with

  • Follows the engagement model prescribed by the bank for periodic interaction with the customers (eg:- self introduction calling, welcome calling, relationship calling)

  • Handling customer queriesHelp drive service initiatives and cost control measures

  • Attend all required/mandatory trainings

  • Ensure minimal Ops Errors

Secondary Responsibilities:

  • Process Implementation, mentoring & training of new joineesAdditional:

  • Full adherence to compliance, legal and regulatory standards; satisfactory audit rating

  • Individual Contributor (IC)/Managerial: IC

  • Percentage of Travel: No



  • Required Education:

  • Candidate Specifications

  • Strong client centric approach

  • Should be compliance and controls centered

  • Should be a good team playerCross sell ability


  • Career Progression: Service/Lobby Sales Manager

Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.