Job Details

eRM - Service Delivery Manager

ICICI Bank''s e-Relationship Management Services help customers avail a host of banking features primarily through the voice channel in addition to few other digital channels. The e-Relationship Management Channel at the Bank is strongly connected to all business groups to design service architecture for enabling the customer journey and relaying customer feedback to product teams. It also supports international branches and ICICI Direct in their banking requirements. It is a fast growing channel designed to enable the transaction capability of a customer and offer products across the financial spectrum to boost the customer portfolio.

As an e-Relationship Manager, you get an opportunity to engage with customers across segments and provide any and every assistance required to ease their banking journey. You are expected to use service opportunities to expand the customer portfolio with the Bank by offering new products and solutions and also co-ordinate with the mapped branch for better branch synergy.

Job Responsibility:

  • Engage & Improve customer service and facilitate organic growth
  • Enhance primariness of customer through quality service
  • Take ownership of customers issues and follow problems through to resolution
  • Develop service procedures, policies and standards
  • Ensure adherence of process and guidelines

Key Skills:

  • Ability to manage relationships to improve relationship value of existing/ new clients
  • Aptitude towards delivering high quality customer service with good organizational and interpersonal skills

Behavioural Skills:

  • High Energy
  • Excellent communication skills
  • Self-driven with service & sales bent of mind
  • High on meritocracy
  • Deep rooted values
  • Decisive, Empathy, Lean, Innovative, Trustworthy

Perks & Benefits:

  • Associate with one of the best Indian Banks
  • Work with young minds in Banking Industry
  • Planned Career Progression

Work Experience:

  • Graduates with 3 to 8 years
  • MBAs with 0 to 3 years


  • Ghansoli



Min Exp (yrs):


Max Exp (yrs):


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