Service Relationship Manager

Job Title: Service Relationship Manager Commercial Banking

Job Type: Individual Contributor
Experience: 4-10 years

Location: Thurbhe, Navi Mumbai
Education: Graduate in any discipline; MBA/PGDM in Finance, Banking or a related field preferred.

Role Overview

We are looking for a Service Relationship Manager to manage the servicing and relationship needs of commercial banking clients. The role involves handling day-to-day customer queries, service requests, complaints and escalations while coordinating with various internal teams to ensure timely and effective resolution.

The role will also involve proactively engaging with clients, understanding their banking requirements and working closely with Relationship Managers and product teams to deliver a seamless customer experience.

Key Responsibilities

1. Customer Service & Relationship Management

• Act as the primary service point of contact for commercial banking customers for account servicing, transactions and documentation-related requirements.
• Build and maintain strong relationships with commercial/SME banking clients.
• Proactively engage with customers to understand their banking and service requirements.
• Coordinate with Relationship Managers and sales/product teams to identify relevant cross-sell and up-sell opportunities.
• Conduct periodic service reviews and courtesy calls with key customers.

2. Query, Complaint & Escalation Management

• Handle customer queries, service requests, complaints and escalations within defined turnaround times.
• Ensure customer issues are resolved in accordance with applicable banking regulations, policies and internal escalation procedures.
• Coordinate with Operations, Credit, Trade Finance, Cash Management and Digital Banking teams to resolve complex customer issues.
• Identify recurring customer complaints and contribute to root-cause analysis and process improvement.

3. Operations, Compliance & Risk

• Monitor service turnaround times and service-quality metrics.
• Ensure adherence to applicable compliance requirements and internal processes.
• Maintain required documentation and audit/compliance checklists.

4. Stakeholder Coordination

• Coordinate with cross-functional teams to ensure smooth onboarding and servicing of commercial banking customers.
• Work closely with business and product teams regarding service processes, product changes and improvements.
• Liaise with relevant internal and external stakeholders to resolve customer requirements effectively.

Required Experience

• 4-10 years of relevant experience in commercial banking, SME banking, customer service, branch banking operations or related banking/financial services roles.
• Prior experience handling Commercial/SME banking or Trade Finance customers is strongly preferred.
• Minimum 3 years of experience in customer service, grievance management or a related function within banking/financial services.

Required Knowledge & Skills

• Strong understanding of commercial banking products, particularly:

• Current Accounts

• Trade Finance

• Cash Management

• Working Capital

• MSME/Commercial Lending

• Strong client relationship management skills.

• Excellent verbal and written communication.

• Strong problem-solving and escalation-management skills.

• Ability to independently manage multiple customer issues and priorities.

• Familiarity with digital banking platforms, CRM systems and MIS/reporting.

• Understanding of banking regulations, compliance and customer grievance processes.