Team Lead / Assistant Manager

Key Accountabilities:

• Manage team and drive projects.
• Improve customer service experience, create engaged customers/employees and facilitate organic growth.
• Take ownership of customers/employees issues and follow problems through to resolution.
• Set a clear mission and deploy strategies focused on that mission.
• Develop service procedures, policies and standards.
• Keep accurate records and document customer /employee service actions and discussions.
• Analyze statistics and compile accurate reports.
• Recruit, mentor and develop customer/employee service agents and nurture an environment where they can excel through encouragement and empowerment.
• Keep the team motivated and assess their training requirements regularly.
• Keep ahead of industry's developments and apply best practices to areas of improvement.
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Maintain an orderly workflow according to priorities.
• Oversee and resolve customer issues that require immediate attention beyond the standard support teams capacity.
• Ensures that issues are appropriately prioritized, handled efficiently, and quickly resolved without causing further inconvenience to the customer / employee.
• Responsible for providing adequate and quick resolution to all the escalated complaints at GRC.
• Act as a GRO for the organizational vertical, responsible for handling RBI audits end to end.
• Ensuring adherence to grievances redressal policy and processes, monitoring its implementation and initiating corrective action wherever needed.
• Evaluation of complaints and submit the RCA with action plan.
• Ensuring all regulatory queries are answered to the regulators satisfaction.
• Participate in various initiatives towards reduction in escalations of customer/ employee complaints.
• Ensure adequacy and quality of all complaints resolution at this level.
• Regular review of open complaints and sharing feedback both 1 on 1 and with the team to maintain an upward trend in their communication and resolution to grievances.
• People Management or Self-Management Responsibilities - Monitors and enables the achievement of goals and key performance indicators for direct reports and ensures effective implementation of the performance management process in the section.
• Develops talent within the team by providing guidance, ongoing feedback, coaching and development opportunities to individuals to enable achievement of the defined goals.
• Review the comments of auditors on implementation of customer/employee service and grievance redressal policies and initiate corrective action wherever necessary.