Area Manager - Customer Service

Job description

Area Manager Customer Service: • Leading a team of Approx: 11-12 Customer Service Officers to address requests/complaints received from clients for all for Retail Asset Products (Eg: Home loan / LAP/Personal Loan). • Address Service Request /Complaints including those created by channel partners (Branches / Wealth/Contact Centre) and ensure all are closed within TAT • Drive Digital Adoption for all Retail Asset Clients • Close looping of Complaints and TNPS Detractor feedbacks end to end and incorporate changes for improvement. Ensure we maintain benchmark TNPS score of +65 • Process modifications and Business Process Reengineering to bring about efficiency in process and customer delight. • Quality of Service Request and Resolution as given to customers to be monitored. Feedback and corrective action to be taken if any error noticed • Review Teams Performance each Month and provide feedbacks and support team to achieve their respective KRA’s. • Ensure adequate training and certifications are completed for each staff member / Ensuring Team Strength in Place • Drive Cross sell and focussed on revenue generation Others: • Believes in team work and identify and utilizes each team member’s strength and knowledge for achievement of short and long term organization goals • Apply best practices and focus on areas of improvement • Focussed towards achievement of teams and own KRAs • Building rapport and coordinating with internal stakeholders and ensuring customer requests are addressed on time