Assistant Relationship Manager - Commercial Banking at Exim Bank
Job Description
• The purpose of the role is to build and manage rapport with corporate
clients so as to ensure optimum customer acquisition, retention and
income generation from sales of all appropriate Assets, Liability, Trade
finance and Cash management products of the bank.
• ‘Best in Class’ Relationship Management with Midsize Corporate – ‘Strengthening bank’s brand in the corporate arena.
Recommended:
• To generate Revenue Pools for the bank through sales, leading to
fee-based income & CASA – ‘contribution to the bottom line’
• Ensuring delivery of industry-leading customer service, premier on
boarding experience and advisory service to new and existing Midsize
Corporate Customers.
Roles & Responsibilities
• To manage the development of prudently priced assets, cost effective
long term liability with reputable companies and organizations in order
to ensure Bank’s maximum profitability.
• To identify and develop a target pipeline and aggressively market for
new profitable status customers from the identified target sectors.
• Manage key customer relationships through regular contacts and visits
by ensuring the effective call program is maintained on all assigned and
prospect customers.
• Maintain high professional standards and strive to provide quality services and competitive pricing to clients
• Cultivate good rapport with corporate clients and ensure, the bank becomes the choice for their Investment and banking.
• Continuously identify and exploit cross selling opportunities that embed the bank and its products with customer needs
• Establish quality profit earning customer relationship within the target market
• Ensure compliance to Know Your Customer (KYC) and Anti Money
laundering (AML) requirements in all dealings with existing and
potential customers.
• Mentoring junior members of the team.
• Any other duties as assigned.
How to Apply:
To submit your application, please follow the link provided below.
Senior Manager - Customer Experience and Client Services at Exim Bank
Job Description
• The Head of Customer Experience and Client Services is responsible for
enhancing the bank’s customer experience across all touchpoints. This
role ensures a customer-first culture by optimizing service delivery,
improving customer satisfaction, and driving client retention and
loyalty. The position supports the development of a seamless and
consistent customer journey aligned with the bank’s marketing and
communications strategies.
Roles & Responsibilities
• Develop and execute the customer experience strategy in alignment with the bank’s marketing and communications objectives.
• Map and optimize the end-to-end customer journey to deliver a
seamless, consistent, and engaging experience across all touchpoints.
• Champion customer-focused initiatives to differentiate the bank and strengthen its brand reputation.
• Oversee the operations of the contact center, ensuring it functions as
a key driver of excellent customer service and a cross-selling
platform.
• Establish and monitor service level agreements (SLAs) for the contact
center, including call response time, first-call resolution, and
customer satisfaction.
• Implement tools and training to improve agent efficiency, effectiveness, and the overall customer experience.
• Use contact center insights to identify trends, customer pain points, and opportunities for improvement.
• Manage service delivery across branches, digital platforms, and
relationship management teams to ensure consistency and high-quality
client support.
• Ensure effective resolution of customer issues and complaints, leveraging feedback to improve processes and service standards.
• Work with cross-functional teams to align operations with customer needs and regulatory compliance.
• Design systems to collect, analyze, and act on customer feedback from
surveys, complaints, and interactions (including data from the contact
center).
• Develop and monitor key performance indicators (KPIs) like Net
Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort
Score (CES).
• Use data-driven insights to recommend enhancements to the customer journey, processes, and service offerings.
• Collaborate with digital teams to improve the customer experience on mobile, online banking, and self-service platforms.
• Integrate contact center and branch operations into an omnichannel framework for a unified customer experience.
• Leverage CRM and analytics tools to deliver personalized and efficient customer interactions.
• Lead, mentor, and inspire the customer experience and client services
teams, including contact center staff, to deliver exceptional results.
Read Also:
• Develop training programs for the contact center and other customer-facing teams to enhance their skills and knowledge.
• Provide input on marketing materials and customer communications to ensure they reflect customer needs and expectations.
• Work closely with the Head of Marketing and Communications to identify
opportunities to enhance the customer journey through targeted
campaigns and initiatives.
• Develop and implement loyalty programs to increase customer retention and lifetime value.
• Bachelor’s degree in Business Administration, Marketing, Customer Experience, or a related field.
• Master’s degree or professional certifications in Customer Experience (e.g., CCXP), CRM, or Six Sigma is an advantage.
• 10+ years of experience customer experience, client services, or contact center management.
How to Apply:
To submit your application, please follow the link provided below.
