Zonal Customer Service Manager

Role & responsibilities

• Handle and manage complaints received via ERP, regulatory portals and leadership team.
• Ensure 100% closure of customer issues received via above sources within stipulated TAT.
• Responsible for ensuring delivery of exemplary customer experience.
• Ability to think, plan and execute with a start-up mentality.
• Recruit, mentor and develop service agents and nurture an environment where they can excel through encouragement and empowerment.
• Improve customer service procedures, policies, and standards.
• Working closely with internal and external teams to understand and give input into based on customer feedback.
• Avoid advisories from regulatory bodies.
• Participate in cross functional meetings to review information received from operational support functions to define action plans that resolve issues and drive continuous improvement
• Keep ahead of industrys developments and apply best practices to areas of improvement
• Identify customer service trends and determines system improvements. Analyze variance and initiate corrective actions.
• Demonstrate ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Prepare and present MBR/QBR with senior leadership.

Preferred candidate profile

• Multilingual fluency (Hindi and English mandatory along with vernacular language proficiency).
• Excellent leadership and communication skills. Strong coaching and people development skills
• A passion for customer engagement and a desire to delight customers by taking ownership to resolve the customer’s issues.
• Passion to learn - Ability to acquire in depth Process/product knowledge
• Problem solving ability
• Influencing skills –demonstrated experience in influencing internal/external customers towards a win-win situation.
• Having worked in a finance-based company would be a plus.
• Handled RBI audit (facing or support) is a plus.

Education and Experience

• Graduation and above
• Minimum 3 years of experience in a customer service/ escalation desk/ regulatory interfacing role.

Proficiency in MS-office