Job opening with a leading private sector bank  Role- Customer Service Unit Head in Debt Service Management Group  Reports to: Senior Product Head   Job Role & Responsibilities:  - To improve efficiency and effectiveness of the unit by ensuring ample focus is given on managing complaints, improve customer service experience by complete resolution within defined TAT.   - Liaison with various stakeholders / departments for effective resolution on sensitive complaints.  - Analyze the trends of complaints and highlight findings. Conduct Root cause analysis on every complaint closed by the team to arrive at learning leading to solutions for minimizing complaints.  - Managing operational risk, including its identification, assessment, mitigation and control, loss identification and reporting.  - Identifying the debt management procedures with seniors and ensuring that all debt management policies, regulations, audit recommendations and key indicators are followed religiously.  - Work closely with stakeholders (internal/ external) for improvising the processes & quality of response to customer.  - Regular review of processes with the frontline team to identify lapses and recommend possible solutions.  - Provide a high level of customer service through effective service delivery, prompt resolution to customer queries & complaints. Monitoring customer service levels on an on-going basis.  - Identify and standardize best practices from areas arising out of the complaints management.   - Keep ahead of industry's development and apply best practices to areas of improvement  - Ensure the team is compliant on all compliance requirements and is working closely with the group culture.  - Ensuring that all applicable audit recommendations are strictly adhered.  - Anticipate, develop and implement appropriate controls with the objective of aiding reduction in future complaints while managing and resolving complaints on a daily basis.  - Drive Processes to arrest early service delinquency issues.  - Ensure timely submission of all requisite MIS and reports.  - Ensure team mentoring through constant trainings and periodic reviews basis their BSCs.  - Achievement of requisite goals prescribed in Annual Operating Plan.  Product/Customer Handled:  - Credit Cards/ Personal Loans/Auto/Mortgage/ LAP/Commercial Business/Rural client's Collection Process.  Skills and Competencies:  - Functional Knowledge in the areas of banking products, policies, processes and procedures  - Communication/ Interpersonal skills/Negotiation/Persuasive skills  - Ability to think strategically and to lead. Good analytical skills   - Good command on written and verbal English Language  - Advanced trouble shooting and multi-tasking skills   - Prior experience in customer service management is preferred

Mumbai

Unit Head - Customer Service - Debt Service Management Group - Bank 

Unit Head - Customer Service - Debt Service Management Group - Bank  ,Job Description for Unit Head - Customer Service - Debt Service Management Group - Bank  in Kairos Consulting India in  Mumbai for (11-13) years of experience. Apply Now!

Job Description for Unit Head - Customer Service - Debt Service Management Group - Bank  in Kairos Consulting India in  Mumbai for (11-13) years of experience. Apply Now!