Service Compliance

J O B D E S C R I P T I O N
Job Title Manager :– Service Compliance
Department:- Client Services
Grade:- Senior Manager/AVP
Location:- CO/NOC
Reporting To:- DVP – Client Services

A. POSITION PURPOSE
Responsible “Manager” who ensures that the Bank’s Services Unit is compliant with all Regulatory
requirements, emanating from the RBI, the Banking Codes & Standards Board of India, Internal &
external Auditors etc. Responsible Manager for conducting all kinds of Research for Client Services and
Service compliance.
Primary Purposes:
▪ Ensuring the Bank is compliant with Regulatory & Internal Guidelines
▪ Ensuring new and existing regulations are implemented across services
▪ Works closely with Manager-Escalated Complaints to determine the efficacy of regulatory processes
and controls
▪ Responsible for selecting, executing, collating results and concluding business-oriented
recommendations from the appropriate research methodology and supporting techniques required
to meet a defined business objective as set out by Services Management

B. KEY POSITION RESPONSIBILITIES
Sr. Key Responsibilities
1 Ensure the Bank is compliant with the BCSBI Code
2 Ensure the Bank is compliant with RBI Circulars covering Customer Services
3
Responsible for timely reporting of Service Related parameters to RBI, BCSBI, Internal &
Statutory Auditors as and when required
4 Ensure the Banks website is up-to-date from a regulatory perspective
5 Translate all new/changed Service related Regulations into actionable items
6
Responsible to ensure that all recommendations and alternatives suggested by Bank emanating
from BCSBI & RBI Service Audits are implemented resulting in the desired state
7
Identify compliance issues that require investigation, conduct the relevant investigation and
conclude actionables
8 Assess compliance risk and proactively highlight business risks on non-compliant vectors
9 Project manage the implementation of all Service related compliance actionables
10
Work closely with the Compliance Department to ensure there is regular two way
communication and that the two functions are aligned
11 Ensure proper reporting of violations and potential violations to relevant stakeholders
12
Conduct sessions and create internal communications to increase the awareness of Regulatory
processes to front line Service Workforce of the Bank
13
Keep a record of New Regulatory actionables and those resulting from issues, complaints and
audit comments as a result of compliance issues; prepare relevant reports for circulation to
appropriate stakeholders
14 Ensure that the BCSBI & RBI (Service) Audit ratings at levels higher than Average
15 Ensure that the Regulatory displays in branches are up-to-date and in line with the guidelines

16 Responsible for conducting all research for the Services Vertical. Understand the Business
objective from Services Management, select the most appropriate research methodology and
techniques, conduct the research and collate the results
17 Interpret the researched data and conclude on Business Oriented recommendations resulting in
clearly defined actionables
18 Manage and Front-end End-to-End of all Service Audits, adding value by the appropriate level
of influence

C. QUALIFICATIONS AND EXPERIENCE REQUIREMENT
Qualifications
Essential Graduate
Preferred Post Graduate/MBA (full time)
Experience
Essential Minimum 8-10 years of experience including a combination of customer service
experience in Banking or Financial Sector combined with Compliance experience
(each minimum 4 years)
Preferred As above

D. COMPETENCY REQUIREMENTS
a. Technical Skills
Skill Attribute
Compliance • Full knowledge of the Regulatory and Internal Control Framework of Banks
• Understanding of RBI circulars on Services and the BCSBI code and other
guidelines
• Knowledge of asset products
• Aptitude to sense client impacting issues and propose measures to mitigate
Service
Excellence
• Treating Customer Right
• Taking end-to-end Ownership of Customer Issues
• Cutting across the Bank to obtain results for Customer Servicing
• Always handling Customers with a positive attitude
• Valuing the value chain within the organisation
• Staying ahead of Customer Needs/Queries
Market & Other
Research
• Ability to assess pertinent data
• Creativity & open minded approach
• Ability to formulate a research issue
• Capacity for analysis and grasp of sophisticated data vectors
• Ability to work in an interdisciplinary environment
• Ability to incorporate existing knowledge

b. Behavioural Skills
Competencies Attribute
Professionalism:- To conduct your duties with good judgment and in good faith
Respect:- To be sensitive and responsible for what we say and do
Excellence:- To act in a manner that earns the trust and admiration of others
Entrepreneurial:- To be enterprising and take ownership of our actions
Teamwork:- Working collaboratively to achieve the common goals and be successful together

Client Oriented/Engaging:- Ability to understand Customer Needs & Issues and keep them engaged
while delivering the necessary
Result Oriented:- Unwavering focus on achieving results
Influence:- Ability to influence stakeholders in a smooth, non-abrasive manner
Orientation to Excellence:- Strives for Excellence in whatever they do
Attention to Detail:- Being meticulous and checking the nitty gritty
Communications:- The ability to convey information to others effectively and efficiently
Perseverance:- 1. persistence in doing something despite difficulty or delay in achieving
success
Time Management Managing time effectively – allocating the right time to the right activity
Presentation:- Effective presentation skills
Negotiation:- Negotiation skills resulting in creation of win-win situations
Strategic:- Thinking Ability to create alternative strategies when implementing solutions for
regulations
Stakeholder Management:- Regular & appropriate engagement with all stakeholders, ensuring they are informed and aligned when required
Project Management:- Application of processes, methods, knowledge, skills and experience to achieve the project objectives

E. FUNCTIONAL INTER-LINKAGES
Internal & External
All departments of the Bank, particularly
• The Compliance Department
• Business Units
• Services Departments
• Branch Network
• Alternative Channels
• Operations
• IT
• Marketing