Head - Customer Service - Retail

Job Description:

Key Responsibilities

- Managing Customer Service function through all channels

- Ensure all customer Request / Queries / Complaints are addressed within time limits

- Build 'customer first' approach for the business, including with the outsourced partners

- Ensure all tools like personal interaction, telephonic interaction and digital and written communication are used to reach the customers effectively

- Design and implement measurement tools for customer service experience and provide periodic reports to senior management

Skill Sets:

Functional Skills: -

- Must have worked in the operations functions in a retail lending institution

- Should understand the accounting principles, borrower ledgers, banking rules and regulations related to retail assets

- Should be comfortable with technology

- Meticulous in working and maintaining record.

- Must have handled large volumes