Customer Service Manager - Financial Services Firm

We are having an exciting job opportunity with a global financial company in Mumbai/Kochi.

JOB DESCRIPTION

- Manage and monitor day-day operations in terms of customers issues at all touchpoints including Contact Centre and Retail branches w.r.t to products like Loans, Payments, Cards etc.

- Ensure that the issues are addressed effectively in terms of Timeliness and Quality through appropriate monitoring and measurement mechanisms.

- Monitor and assess Service statistics and publish service level adherence for all touchpoints and products with detailed findings and responsible to implement CAPA with targets for closure.

- Perform Service Level Adherence Forecasting (through the understanding of Bandwidth analysis and other process contingencies) to provide confidence in achieving the Service levels of Customer Service for the next period (RAG status).

- Improve customer service experience at all touchpoints and set up clear goals and objectives with quantitative targets to reduce customer complaints.

- Control resources (direct and dotted) and utilise assets to achieve qualitative and quantitative targets.

- Formulate Customer service policies, procedures and standards.

- Take lead in implementing new processes w.r.t customer service areas as part of product/process demand while incorporating the new/changed procedures from time to time.

Looking candidates from financial services only.

Interested candidates can call at + 91 120 451-2249