We are looking for a Head - Customer Service (Sr Manager level) for a Bank. This position will be based in Bangalore. Salary Range - Budget for this position will be based on the current CTC & market standards but not exceeding 25 LPA Must have worked for Customer Services for an Indian bank. Reports to COO Key Responsibilities : The candidate will be responsible for ensuring best in class customer service at all channels. Customer Service: - Work with front end branch teams to improve the quality of customer service - Facilitate the training and other needs of customer facing staff - Manage the NPS exercise for the bank including deciding on the sampling, mode of feedback and so on. - Analyze the NPS and customer feedback at a bank level and ensure that the shortcomings, suggestions are being worked upon - Work on other tools to understand quality of customer service, like mystery shopping. Customer Complaint Mgmt - Track and close the customer complaints reported to RBI, PMO, nodal officers, sr mgmt. - Ensure Resolve and dissolve approach i.e., ensuring temporary and permanent fixes for all gaps encountered. - Work with business and other stakeholders to ensure that the gaps highlighted in field processes, systems etc are also fixed. Call center - Supervise the call center and deliver on contact center metrics. - Drive service to sales from contact center Others - Responsible for managing the bank level customer service committee governance. Educational Qualification and Experience level: MBA with 13 + yrs of experience working for Indian bank. Behavioral competencies: - Must have good understanding of various processes in the bank - Be an outstanding and persuasive communicator - written and spoken - Good internal & external networking skills - Solicit and accept feedback and alternate points of view - Demonstrate creativity and ability to work with various stakeholders - Strong Interpersonal skills & Team management skills - Critical thinking & problem-solving skills - Self-motivated, pro-active and demonstrate exceptional drive towards delivery.

Bangalore

Senior Manager - Customer Service - Bank 

Senior Manager - Customer Service - Bank  ,Job Description for Senior Manager - Customer Service - Bank  in Ryte4u Consulting in  Bangalore for (13-18) years of experience. Apply Now!

Job Description for Senior Manager - Customer Service - Bank  in Ryte4u Consulting in  Bangalore for (13-18) years of experience. Apply Now!