Manager - Customer Service - Bank

Customer Service Manager

1) Delivering quality service to customers and working closely with all the stakeholders to maintain a good rapport with them.

2) Improve the efficiency & effectiveness of customer complaints resolution system.

3) Monitor TATs and quality measurements regularly, and refine SOPs accordingly.

4) Manage escalations received from team members and facilitate quick resolution.

5) Ensure RCAs are in place for cases that get escalated due to various reasons.

6) Recruit, train & develop a client servicing team which is proactive at offering highest level of customer delight.

7) Track team performance, provide support to them to overcome barriers in effective resolution.

8) Look out for process re-engineering wherever necessary.

9) Ensure compliance of all processes with regulatory guidelines and ABFSG standards

10) Ensure timely information sharing and query resolution with auditors

11) Oversee timely and accurate completion of the CRM

12) Track and analyze MIS dashboard related to customer queries, complaints, SLA and TAT achievement, and draw insights from the same

13) Share updates on operational issues with Section Head - Service Delivery

14) Ensure the team is up to date on the latest product offerings for their respective channels

15) Define and drive performance metrics and standards as per the prescribed SLAs, quality parameters and TATs

16) Propose and complete process improvements, efficiency initiatives and automation opportunities to enable the team to contribute more on value analysis rather than data/report compilation