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Jai

MIS Role at Zenex Staffing Solutions Private Limited

Last Login: 28 March 2023

Job Views:  
646
Applications:  143
Recruiter Actions:  127

Job Code

1171198

Senior Service Manager - Customer Service - NBFC

5 - 8 Years.Pune
Posted 1 year ago
Posted 1 year ago

Senior Service Manager Customer Service


Location : Pune


Duration : Full Time


About Clients :


The Client is an Indian non-banking financial services company headquartered in Pune, they are focused on lending, asset management, wealth management and insurance.


Responsibilities of Senior Service Manager - Customer Service :


- Responsible for overall product queue TAT monitoring, ensuring service requests are resolve within 4 hours of time.


- Responsible for product and process update to Partner.


- Quality audit of service request on regular basis


- Audit of Sales calls data


- Ensuring overall Backoffice activity as per TAT.


- Creating more DIY service for customer to encourage more digital use of various platform


- Assisting in developing and implementing training programs to improve the quality and productivity of the agent


- Monitoring IVR functionality and ensuring less number of call are getting abandon


- Visit to partner place to ensure customers are replied as per standard operating process


- Checking for any process gap and improvement


- Ensuring all recon raised are closed within TAT


- Handling of Senior Management and RBI escalation. Ensuring team is reverting the SMT team with correct content and process


- Ensuring agent productivity is achieved as per target set


- Doing testing of new enhancement and sharing feedback


- Shall ensure monthly knowledge series to be roll out to customer which can be through Newsletter , Nudges etc.


- Managing various stakeholders


- Shall ensure service reports are published as per the regular frequency


Skills :


- Well versed with Banking Domain


- Communication skills: both written and oral


- Domain knowledge of General Insurance & Life Insurance


- Proficient in Excel & Power point presentation


- Self-starter is a must, able to work with limited instructions.


- Strong analytical, quantitative, problem solving and decision-making skills


- Shall have managerial skill


- Shall be committed and responsible towards the job roll


- Should be focused and possess team building capability

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Posted By

user_img

Jai

MIS Role at Zenex Staffing Solutions Private Limited

Last Login: 28 March 2023

Job Views:  
646
Applications:  143
Recruiter Actions:  127

Job Code

1171198

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