Manager - Correspondence - Customer Service

Job Summary :

- Overseeing the day-to-day activities of the customer service associates, who attend to all routine and non-routine requests via post and email. Ensuring functions are carried out on behalf of customers in accordance with department and company procedures and regulatory requirements, and in doing so ensuring that the standard terms of service are met. Perform any other duties as delegated by the NCT Head

Job Duties/ Responsibilities :

15% :

Supervises the day-to-day activities of the customer service associates, with respect to the Correspondence unit. Activities include servicing investor queries and branch queries requests/queries/grievance/complaints received via email and letters at the Correspondence unit. Ensuring that all queries, requests, grievances and complaints are followed up towards a closure in an accurate and timely manner. Timely and accurate update of critical fields in Desert Rose as applicable. To performs quality check for bank files.

15% :

- Ensure that the knowledge levels of the Correspondence unit are maintained at a high level. Updates to be shared verbally and written on a consistent and timely manner. Ensure that the understanding levels of the employees are high about the changes Recruit, train, motivate, retain and manage employees of the team

- Focus on employee development including career planning, succession planning, training, personality development etc.

20% : Managing the work flow

20% : Periodically monitor quality of responses being sent out to investors and suggest improvements. Manage the Service Quality.

5% : Attending and participating in department meetings.

10% : Project work and performance review.

10% : Developing the direct reports in a view to help them deliver the expected of the role at the fullest and to groom them to take on additional responsibilities / move to higher roles.

5% : Preparation and generation of MIS reports.

Requirements :

Education And Experience :

Degree. Experience in the financial business and customer service.

- 6 - 8 years related experience in correspondence / communication ( non-voice / semi voice processes ) of which 4 - 5 years should be at a people management role

- Experience in managing workflows and email engines will be desirable

Licenses And Certifications :

- Valid NISM / AMFI certification - Desirable

Additional Desirable Qualifications :

- MS Office

- MBA

Knowledge, Skills, And Abilities :

- Proficiency in data analysis

- Excellent communication, leadership and technical skills

Problem solving and decision making - Needs to be strong in problem solving and decision making

Physical Requirements : Should be willing to work in shifts

Supervisory Responsibility : Should have handled teams size of 30 to 40

Desired Leadership Skills :

- Approachable

- Provide guidance to the team

- Have good rapport with team members and other departments

- Good people management skills

Travel Requirements : Needs to be open to travel and Relocation

Suresh