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Job Description: Role/Job Title: Delivery Manager - Customer service Band: 5 Reporting Manager's Role: Delivery Head/Customer Leader Job Description: - Daily tracking and monitoring of performance against targets, encouraging an environment which best promotes TCS values and behaviors, ensuring the team has the appropriate training, skills and knowledge to be able to provide best customer service on every occasion, and are motivated to deliver against challenging standards of service targets - Manage the work of the team to ensure that timeliness and quality is the underlying principle of all processes under their control, and to ensure that the team works within their job descriptions and adheres to relevant policies, processes and controls - Effective performance management of team and individuals to ensure Key Performance Indicators, targets and objectives are met. - Provide feedback, support and guidance where necessary. Lead, Coach and Support the effective performance of the Team to provide a level of customer service to both internal and external customers that ensures first class customer focus and delivery performance, discipline and grievance - instigating/conducting informal & formal measures when appropriate) - Maintain team credibility, including handling escalated queries/complaints and front end all and critical client communications for the project as per the set and agreed timelines - Maintain customer focus and imbibe discipline and grievance instigating/conducting informal and formal measures whenever appropriate - Make full use of systems to progress decisions that are right for the customer, profitable to the company and the performance of the team - Preparation of management reports and information, utilizing and developing alternative/improved methods of gathering information, to allow more effective reporting to internal and external stakeholders Person Specification: - The Delivery Manager has the ability to unlock his/her own potential as well as the potential of others through special projects, strong decision-making skills and adaptability - Strategic, thorough, honest and open communication is a must and communicates with integrity and compassion with teammates and customers - As a leader should be comfortable influencing through written and verbal communication, presentations and interactions with teammates at all levels within the company - The Manager must demonstrate an ability to remove obstacles to help teammates succeed Knowledge/Experience: - 10+ years experience in a customer service environment in an Operations role - Strong management experience in an operational environment in an international call center environment is a must Competencies/Skills: - Ability to make sound decisions that reflect good judgment. Exceptional performance management abilities - Ability to collaborate, build relationships and work across the organization in a multi-site matrix operations environment - Demonstrated success driving organizational change with a track record of innovation - Exceptional influencing skills that inspire action without full reliance on authority - Superior execution skills with attention to detail and focus on clear, realistic action steps and timelines - Experience in creating and implementing processes that result in improved business performance - Ability to present a compelling case for ideas and initiatives through listening and articulating a convincing point of view - Ability to work effectively in the face of ambiguity, shifting priorities and multiple deadlines - Experience in complex financial analysis and ability to infer relevant business applications - Ability to plan for projects and initiatives by identifying risks and assumptions - Strategic thinking skills and a focus on bottom-line results Skillset: - Should have worked in the capacity of an operations Manager for a minimum of 3 years experience in Banking industry and with a total work experience of 10+ years - Should possess excellent communication and interpersonal skills - Should be a team player - Excellent knowledge in MS Office - Should be open to working in night shifts & on weekends - Ability to work effectively in ambiguity, shifting priorities and multiple deadlines - Strong execution skills with focus on clear, realistic action steps and timeliness - Create and implement processes that result in improved business performance - Ability to motivate and generate results from the team Responsibilities: - Manage and lead a team of 4-6 Unit Managers/Team Leaders - Responsible for overall operational issues on day-to-day basis - Need to take care of SLAs, client relationship and team management - Encourage deployment of process improvement initiatives for the unit - Periodical reports in necessary formats as demanded by clients - Training and competency development for the team - Analyze daily performance indicators and encourage awareness and performance improvements - Performance management of the team - Coordination with interconnected departments on necessary issues and updates to each functional manager - Retention and control of attrition meeting the set targets - Developing and deploying strategies for emergency - Drive participation in Client and internal calibrations Qualifications: Graduate, Post Graduate Desirable: Banking Experience would be a preferred

Pune

Tata Consultancy Services - Delivery Manager - Customer Service - Banking Domain 

Job Description for Tata Consultancy Services - Delivery Manager - Customer Service - Banking Domain  in IIMJOBS in  Pune for (10-12) years of experience. Apply Now!