Sr. Relationship Officer - Client Services; Business Banking

Job Title

Sr. Relationship Officer - Client Services (Business Banking)

A member of the Client Support Function responsible for independently providing operational support across client query resolution, transaction support, onboarding assistance, and KYC documentation fulfilment, ensuring accuracy, compliance, and service excellence.

• Handle client and internal queries across trade and non-trade products
• Initiate customer contact for new client onboarding based on details received from Relationship Managers, KYC & related activities, remediation, and document collection
• Obtain, review, and validate all required customer documentation for account opening, KYCs including changes in shareholding, signatories, mandates, and related customer details
• Escalate unresolved or complex queries to the Manager in line with procedures
• Coordinate with Operations, Compliance, and IT
• Maintain high compliance standards in new account onboarding, KYC & query resolution
• Ensure accurate record-keeping of queries, resolutions, and follow-ups and systems updates for new customer onboarding & KYC reviews
• Identify recurring manual interventions, system gaps, and error trends and proactively suggest improvements (processes, systems) to the Manager

• Other Accountabilities

The role operates in a high-volume, customer-facing environment requiring accuracy, responsiveness, and strong coordination with internal teams while adhering to service levels and regulatory requirements.

Minimum Bachelor’s Degree related to a business field such as accounting or economics

Education level
Bachelor’s Degree related to a business field such as Accounting, Commerce and Economics.

Experience & Skills
Minimum 5–7 years of banking experience in customer service, operations, or KYC support
Good knowledge of banking products and AML/KYC and documentation requirements
Proficient in Microsoft Office and banking applications
Customer-focused mindset with effective communication skills

Core and Regulatory Banking Systems - Retail Banking - Basic Customer Service - Retail Banking - Proficient Policies and Procedures - Service Delivery - Advanced Process Re-engineering - Service Delivery - Basic

Change and Innovation - Basic
Communication - Basic
Evaluating and Solving Challenges - Basic
Results Orientation - Basic
Working and collaborating with others - Basic

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