Posted By

Jai Sharma

Talent Acquisition Recruiter at ATech

Last Login: 23 April 2024

1961

JOB VIEWS

535

APPLICATIONS

501

RECRUITER ACTIONS

Posted in

BPO

Job Code

1399142

Consumer Operations Management Role - BFSI

2 - 18 Years.Maharashtra/Tamil Nadu/Bihar/Mumbai/Pune/Navi Mumbai/Aurangabad/Nasik/Nagpur/Srinagar/Bangalore/Mysore/Patna
Posted 1 week ago
Posted 1 week ago

Role: Consumer Operations Management

Roles Responsibilities:

Operational:

- Monitoring of the complaint resolution process and ensuring compliance to TAT.

- Improve customer service experience by taking ownership of customers issues and following problems through to resolution.

- Facilitate the co-ordination with other departments within the Operations units.

- Manage the process documentation and updation of the same.

- Keep accurate records and document customer service actions and discussions.

- Keep oneself ahead of industry s developments and apply best practices to areas of improvement.

Control Risk Management

- Track the resolution process through MIS and ensure that there are no deviations from the SLA set.

- Manage the Internal Audit and Regulatory inspections.

- Ensure compliance with other Regulatory requirements.

- Work towards publishing timely reports to the regulator and internal auditors.

Vendor Management:

- Review vendor KPIs and KRAs and work along with them to improve the process.

- Adherence to vendor governance policies and processes.

- Track productivity, attendance, and other key metrics to ensure optimum performance and utilization.

Experience and Skills:

- 2-16 years of experience in BFSI domain in customer service, complaints management, and grievance redressal teams.

- Having previous experience of vendor management and governance

- Familiarity with Microsoft Office Suite - Word, Excel, PowerPoint, etc

- Bachelors Degree in appropriate field of study and equivalent work experience Familiarity with

- Flexibility to travel as needed.

- Executive presence and assertiveness.

- Self-starter, ability to work independently, handle ambiguous situations and exercise judgement in variety of situations.

- Strong communication, organizational, verbal written skills.

- High degree of responsibility and ownership, strong multitasking, coordination and tenaciously looking for ways to get results

Didn’t find the job appropriate? Report this Job

Posted By

Jai Sharma

Talent Acquisition Recruiter at ATech

Last Login: 23 April 2024

1961

JOB VIEWS

535

APPLICATIONS

501

RECRUITER ACTIONS

Posted in

BPO

Job Code

1399142

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