Service Manager-WBG HO / IPO / CIP-Wholesale Integrated Service Excellence (WISE)

Subsidy Operations - Government Schemes (TUFS / CLCSS / Others)

Role: Senior Manager / Associate Vice President
Grade: M4 / M5
Location: Mumbai
Department: Wholesale Banking Group - Service Operations

Role Objective

Manage end-to-end lifecycle of subsidy-linked accounts across government schemes, ensuring timely processing, compliance with scheme guidelines and accurate subsidy realization and adjustments.

Key Responsibilities

• Handle end-to-end subsidy processing including application, verification, approval, and realization
• Track and manage ongoing accounts, including coordination for Joint Inspection Team (JIT) visits, inspections, and approvals
• Liaise with ministries, government bodies, and external agencies for case progress and resolution
• Review applications, identify discrepancies, and ensure timely rectification
• Coordinate with internal teams (RM, Ops, Credit) for approvals, documentation, and subsidy adjustments
• Manage issuance of certificates and submission of information to government authorities
• Track subsidy receipts and ensure timely appropriation to customer accounts
• Handle queries, audit observations, and exception cases (including long-pending matters)
• Maintain proper documentation and ensure audit readiness

Key Deliverables

• Timely processing of subsidy applications within defined TAT
• Effective tracking of all subsidy-linked accounts
• Reduction in pending / long-outstanding cases
• Strong compliance with scheme guidelines and internal processes
• Efficient handling of stakeholder queries and escalations

Stakeholders

• Internal: RMs, Service teams, Ops, Credit, Branch teams
• External: Government Ministries, NABARD, Textile Ministry, Inspection authorities

Eligibility / Skillset

• Experience in banking operations / credit / service roles
• Exposure to government schemes / subsidy processes preferred
• Strong communication, coordination and stakeholder management skills
• High attention to detail and documentation rigor
• Ability to manage multiple cases and timelines