Regional Customer Service Manager - Bank

Regional Customer Service Manager - Private Sector Bank

NOTE: Should have team handling experience

This is regarding opening with a leading private Bank as a Regional Customer Service Manager

Job Role:

- Assembling a group of about 6 -7 customer service representatives to handle client inquiries and grievances about all retail asset products

- Handle complaints and service requests, those from channel partners (Privy, RL, Wealth, and Contact Center), and make sure they are resolved within the TAT.

- Promote digital adoption for all clients using retail assets.

- Completely close-looping complaints and detractor input, then incorporating improvements.

- Process alterations and business process reengineering are used to improve customer satisfaction and process efficiency.

- The quality of service requests and their resolutions as provided to clients will be observed.

- Evaluation of the team's performance each month, with comments and remedial action to be performed if any errors are found.

- Assistance for the team in meeting their individual KRAs.