Relationship Manager

The Relationship Manager (RM) will be stationed at the Bank's Zonal Office and will be responsible for maintaining effective coordination between branches, merchants, and the central support team. The role involves issue analysis, complaint resolution, periodic branch visits, and handling escalations to ensure smooth operations and customer satisfaction. Act as the primary point of contact between the Bank's Zonal Office and branches for all operational and merchant-related activities. Visit branch offices periodically to assess on-ground issues and provide necessary support or guidance. Analyse operational or service-related issues, prepare detailed reports, and suggest corrective measures. Handle complaints received from branches, customers, or merchants—via email, phone calls, or in-person visits—and ensure timely resolution. Coordinate with internal technical and support teams to address and resolve escalations. Prepare and share daily/weekly status reports with the Zonal Office and central teams. Ensure adherence to service-level agreements (SLAs) and maintain customer satisfaction metrics. Be available and operate as per the Bank's working days and schedule.

Proficiency in English, Hindi, and the local regional language is mandatory. Strong analytical and problem-solving skills. Excellent written and verbal communication abilities. Good interpersonal and coordination skills to manage multiple stakeholders. Ability to handle pressure and manage escalations effectively. Proficiency in using MS Office tools (Word, Excel, PowerPoint, Outlook). Basic understanding of banking operations and merchant servicing preferred.