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Job Description – Head – Customer Service
Location – Pune
POSITION DESCRIPTION:
The position will be under the Bureau Operations vertical and report directly to the Head of Operations. The position allows a great opportunity for anyone looking for good visibility of leadership and decision making. With the regulator’s focus on Consumer Grievances and Organisations focus to ensure issues raised by complainants are handled responsibly and on time, this position is very critical to the organisation. Position allows to lead customer service executives with the objective to ensure any consumer complaints are timely resolved and meet the compliance objectives set by the regulator. This associate will also lead the role of Principal Nodal Officer of the organization where he/she will interact with Internal Ombudsman (IO) and designated regulator’s IO.
KEY RESPONSIBILITIES:
– Handle entire customer service executives and motivate them to ensure KPIs defined by the management is achieved
– Ensure TAT is achieved so that there are no non-compliances on the parameters defined by the regulator
– Ensuring CSAT of top clients is improved and regular interaction is managed proactively
– Ensuring regular tracking and reporting of KPIs and other important MIS to management and customers
– Ensuring that any deviation from BAU is highlighted to management on time and risks identified are mitigated
– Ensuring that any problems faced by teams are addressed on time to avoid disruption to business continuity
– Ensuring to lead the teams by being a role model for team leaders and team members
– Ensuring teams are groomed and equipped to achieve the goals and objectives with minimal intervention
– Ensuring that any opportunities of organizational benefit are identified and implemented with ownership.
DESIRED SKILLS AND EXPERIENCE:
– Should have overall work experience of 13+ years and have excellent communication and influencing skills
– Should have experience of leading multiple teams (at least team size of 15)
– Should have strong Problem-solving skills
– Should be well versed with similar positions in banking and financial services sector
– Should have customer orientation and ability to adapt to situations
– Should be a strong negotiator focused on conflict resolution
– Should have managed incident management, problem management and support teams in prior experience.
