Senior Manager- Correspondence

1. Drive achievement of KPIs (service level adherence, revenue generation via service to sales, abandonment rate, customer retention) for voice and email channels
2. Ensure effective controls on EWS penetration and resolution of escalations on a timely basis through coordination with various internal stakeholders (Marketing, Legal, Communications, HR, etc.)
3. Validate Level of Approval (LOA) for level 2 & 3 in Contact Centre to resolve customer queries within TAT and control financial loss and drive First Contact Resolution and On Call Resolution targets
4. Drive customer retention by coordinating with stakeholders/designated authorities to seek exceptions/deviations wherever required
5. Maintain repository of CSA errors, avoidable escalation/ exceptional approvals to build control mechanism and engage with functions on reduction of wrong referral / incorrect tagging cases
6. Drive culture of challenge existing process contributing to unwarranted contacts & escalations and liaison with Support functions (Sales, Credit Marketing , Product, Collections..) to identify and fix process gaps
7. Demand Reduction - Work with Sales, IT, Digital Servicing for tech solutions to reduce demand
8. Ensure escalations and complaints from customers are resolved with urgency and kept at a minimum through regular coaching and feedback to the team
9. Managing a team of universal agents working on blended process on sensitive cases through call and emails
10. Partner for process Simplification Drive Projects - to enhance customer satisfaction and reduce customer driven variability