Area Customer Service Manager

Roles and responsibilities:

• Leading a team of Approx: 11-12 Customer Service Officers to address requests/complaints received from clients for all for Retail Asset Products (Eg: Home loan / LAP/Personal Loan).
• Address Service Request /Complaints including those created by channel partners (Branches / Wealth/Contact Centre) and ensure all are closed within TAT
• Drive Digital Adoption for all Retail Asset Clients
• Close looping of Complaints and TNPS Detractor feedbacks end to end and incorporate changes for improvement. Ensure we maintain benchmark TNPS score of +65
• Process modifications and Business Process Reengineering to bring about efficiency in process and customer delight.
• Quality of Service Request and Resolution as given to customers to be monitored. Feedback and corrective action to be taken if any error noticed
• Review Teams Performance each Month and provide feedbacks and support team to achieve their respective KRAs.
• Ensure adequate training and certifications are completed for each staff member / Ensuring Team Strength in Place
• Drive Cross sell and focused on revenue generation

Others responsibilities:

• Believes in team work and identify and utilizes each team members strength and knowledge for achievement of short and long term organization goals
• Apply best practices and focus on areas of improvement
• Focused towards achievement of teams and own KRAs
• Building rapport and coordinating with internal stakeholders and ensuring customer requests are addressed on time