Senior Service Manager - Customer Service - NBFC

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