Senior Deputy Manager - Customer Care

Key Responsibilities:

• Publish MIS and Dashboards daily to monitor closure and resolution TAT.
• WIP management: Manage the overall WIP and TAT as per the company grid.
• Able to prepare MBR (Monthly Business review) report monthly.
• Leadership and People Management: Ability to motivate, inspire, and guide teams to meet
  goals and deliver excellent service.
• Coaching and Development: Helping team members improve their performance through
  feedback, training, and career development.
• Excellent communication Skills.
• Customer-Centric Mindset: Understanding and anticipating customer needs, ensuring their
  concerns are addressed in a timely manner.
• Problem-Solving Skills: Quickly identifying root causes of problems and creating actionable
  solutions.
• Performance Monitoring: Regularly reviewing performance indicators (such as CSAT, Net
  Promoter Scores, response times, etc.) and implementing improvement plans.
• Handling Difficult Situations: Managing high-stress or sensitive customer service issues,
  ensuring calm and effective resolution.
• Ensure adherence to documented processes, procedures and controls
• Liaise with other support units in Home Office (such as Operations, Products, Actuaries,
  Finance, Admin, IT) to ensure that all local queries/complaints are resolved\

Measure of Success:

• Customer satisfaction scores
• Agent satisfaction scores
• TAT of Customer query resolution as per defined SLA
• 100% compliance to standards.

Desired qualifications and experience:

• Graduate with 3.5 - 8 years experience in operations / customer service.

Knowledge and skills required:

• Customer centricity
• Excellent communication skills
• Good command on excel
• Basic analytical skills