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20/06 HR
Principal at Future Head Start

Views:5742 Applications:115 Rec. Actions:Recruiter Actions:56

Customer Service Excellence Lead - Flexitime - Wealth Management (5-20 yrs)

Mumbai Job Code: 347692

Customer Service Excellence Lead - Flexitime

- We are hiring for our clients, a leading WM firm for its Customer Service & operations Department in Wealth Management.

- This will be a flexi working assignment hence candidates currently on a career break and interested in joining the corporate world would be ideal. Looking at candidates from Mumbai region.

- We are looking for professionals with 10 years plus of experience in central customer service and operations from banking or NBFC industry. We are offering a consulting assignment in the area of Customer Service & operations in Wealth management.

Brief Job Role :

- The Customer Service Excellence Lead is required to manage process design and improvement for all customer facing processes owned and managed by Customer Services.

- Partners with the management team to align customer service department policies and systems with the company's objectives.

- Manage change and priorities in a manner which delivers desired outcomes to the enterprise in more ways than one

- Oversees customer issues and comes up with effective and long-term problem resolution.

- Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service Department.

- Monitors programs and procedures to ensure on-time delivery and customer satisfaction.

- Sets performance standards to meet service goals of company.

- Coaches Customer Service Team in order to achieve high performance.

- Structures the training agenda for department members.

- Measures Customer Service Representatives- performance and designs Service Dashboards

- Provides feedback to the company regarding service failures or customer concerns.

- Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.

- Acts as a resource in resolving customer issues brought to the Department by utilizing excellent Company process knowledge and strong skills in negotiating and selling.

- Performs other related duties as assigned

- Interface with sub-functions and across departments and understand improvement opportunities and thereby develop and implement the process end to end delivering desired outcomes in terms of Cost reduction, Revenue enhancements, Complaint reductions, TAT improvements, and better customer experience.

- Is responsible for the ROI for any new deployment and is accountable for process KPI during the beta phase of anything new / any change deployed. Is required to monitor business benefits / business objective delivery post go-live

Impact On The Business :

- Service efficiency and measurability

- Cost to service (Productivity and Scalability)

- Client experience

Leadership And Teamwork :

- Lead the process design and improvement process by closely working with all business stakeholders.

- Work with sub functions and across departments for end to end closure

Knowledge and experience :

- Business analyst/project manager to deliver in his/her role

- Understands business changes / challenges and has the ability to identify support requirements to achieve business objectives.

- Should have an eye for details and be meticulous in his/er approach.

- Domain expertise to manage and deliver new as well as existing projects.

Communication :

- Inter-departmental and Cross-functional coordination and communication

- Best practice sharing amongst team members deployments, portfolios, operations support

- It's a 6 months contract

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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