Home Credit - Manager - Customer Service

Job Responsibilities :

- Handling a team of AM's and TLs reporting to AMs

- Maintaining the Service Level / Occupancy / Abandon Rate (as defined by business)

- Controlling absenteeism / shrinkage

- Should work on Key Improvement areas and implement new things for process improvement

- Planning Manpower and motivating the team members

- Analyzes data/ reports and provides recommendations to improve business performance

- Constantly work on improving the main KPI's like NPS / CSAT / FCR / AHT / Quality / Productivity

- Should have experience in managing Complaints via different sources (i.e. social media, regulatory, calls, emails etc)

- Should have worked on Projects for Process Improvements

- Highlighting process performance to Senior Management

- Analyze daily / weekly reports - MIS

- Interact with management

- Act as a bridge between the middle and senior management

- Do Appraisals

- Ensures departmental standards for Quality, Variability and Efficiency are met or exceeded

- Give subordinates opportunity to develop their own expertise and delegates effectively to ensure shared responsibility for work output

- Drives process improvement within the Business Units by implementing new ideas/ concepts

- Tracks and minimizes variance observed in the calibration results

Desired Profile :

- Should at least be a Graduate. MBA preferred.

- Seasoned Assistant Manager with overall 7+ years of exp and min. 2 years as Manager

- Should have simultaneously managed functions for multiple line of business.

- Preferred candidate with experience in Financial Services.

- Exposure to Six Sigma Methodology will be an added bonus.

- Strong communication and analytical skills required.

- Proficiency in MS Office (Excel, Visio, Word and PowerPoint) required.

- Should be able to manage big teams (100 - 150 + FTEs)

Who should join :

- A person who is looking to go an extra mile to grow fast.

- A person who is willing to learn best processes / practices in the industry