Manager - Customer Service - BFSI

Responsibilities :

- Be responsible for performance, training, managing, and growing the global Customer Support team, with responsibility for strategic and operational planning and personnel development.

- Establish and drive execution against the strategic and operational goals for our Support organization, including, building methods to measure success, and setting targets for key metrics.

- Define, communicate, and act on in-depth Customer Support related KPIs or trends, ensuring optimal customer NPS and reference ability around our Support programs.

- Provide subject matter expertise on customer care strategies and processes.

- Drive operational process improvements to build consistency and emphasis on quality into Customer Support delivery.

- Ensure SLA obligations with customers are observed and met by internal or cross-functional team members, escalating as necessary at executive stakeholder levels using judgment and discretion

- Enhance existing and develop new Service Plan offerings, to improve overall customer experiences.

- Collaborate with Product and Engineering teams to evaluate incident data and design new offerings and features or improve existing ones with serviceability and NPS in mind.

- Maintain knowledge bases to provide the audiences with access to a reliable source of self-service technical information and Customer Support procedures.

- As appropriate, develop and maintain relationships with third-party service providers to grow partnerships to improve the scalability of support activities.

- Executing tactical plans and initiatives that exceed customer expectations resulting in increased customer satisfaction and employee satisfaction that will be realized with serviceability and NPS in mind.

- Maintain knowledge bases to provide the audiences with access to a reliable source of self-service technical information and Customer Support procedures.

- As appropriate, develop and maintain relationships with third-party service providers to grow partnerships to improve the scalability of support activities.

- Executing tactical plans and initiatives that exceed customer expectations resulting in increased customer satisfaction and employee satisfaction that will be realized in lower attrittion and higher productivity.