Customer Service Manager - International Voice Process - BPO

What will you be doing?

- To manage a large and diverse team of Personal Bankers working towards pre-defined Objectives

- Manage day-to-day activities of the team and ensure compliance to procedures and policy guidelines, encourage and motivate PBs, develop agent skill sets and manage personal development goals for the PBs.

- Assist the Assistant Vice President in the maintenance of Service Level Agreements and Key Performance Indicators through effective team leadership.

- Managing NPS (Net Promoter Score) for the team through effective coaching and feedback

- Ensure daily Schedule Adherence and Conformance delivery through respective team

- Answer queries raised by the Client & PBs related to the process

- Ensure each advisor is informed on product updates for the process

- Measure performance of the team for e.g. performance appraisals, confirmations and ongoing feedback and training

- Performance & Variance Management

- Keep track of PIP letters to be issued

- Application of CMP and incentives for respective teams

- Manage exceptions for :- IT downtime, Conformance Delivery, CMP, Incentives, Audit

- Keep track of leaves availed by PBs & update them with HR / leave policy

- Work with the Team Manager/Operational Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and scribing for interviews

What we're looking for:

- Graduate from a reputed Institute or University in any discipline

- Team handling experience in customer facing service environment

- Excellent track record during past work experience.

- Demonstrated team handling skills in the past

Skills that will help you in the role:

- Experience of working in a customer service environment preferably managing NPS with UK customers

- Familiarity with procedures, policies, products and services of a financial organisation

- Working knowledge of relevant technology

- Demonstrated team handling skills in the past

- Ability to work within deadlines/customer demand

- Flexible to work in shifts, particularly UK

- Familiar with Operating Systems (Windows 98/95/2000/NT)MS Office Application Suite (Preferably Word, Excel & PowerPoint)

- Excellent verbal and written communication skills- It will be a Customer Service role, 4 years minimum customer service exp required.

- Should have people management experience.

- Team size will be 12-15 people.

- Can look for International Market exp candidates only

- Open for industry.

- Shift timings- Rotational Shifts

- 5 days work from office

- Excellent communication skills (No exceptions)

- Only diversity Candidates with max 30 days NP.

- Noida location.