Regional Manager - Customer Service (Maharashtra)

Job description

Role & responsibilities: • Lead and supervise a team of approximately 22 Customer Service Officers and 2 Area Supervisors responsible for servicing Retail Asset customers. • Ensure timely resolution of customer service requests and complaints, including those raised through channel partners, within defined turnaround times (TATs). • Manage end-to-end complaint resolution and detractor feedback closure, ensuring customer concerns are effectively addressed and insights are used to improve service delivery. • Monitor the quality and accuracy of service request handling and customer communication, identifying errors and implementing corrective actions. • Drive customer satisfaction by ensuring consistent service standards and seamless customer experience. • Conduct regular performance reviews, provide coaching and feedback, and support team members in achieving their KRAs and development goals. • Ensure optimum team staffing and productivity through effective workforce planning and resource management. • Facilitate training, certification, and skill development initiatives to enhance team capability and performance. • Build strong coordination with internal stakeholders to ensure timely closure of customer requests and escalation management. • Track and analyze service MIS, identify trends, and recommend process improvements to enhance efficiency and customer satisfaction. • Implement best practices and continuous improvement initiatives to strengthen service delivery and operational excellence. • Implement Service-to-Sales initiatives to identify and convert customer service interactions into business opportunities. Job Requirements: • Strong leadership and people management skills with the ability to motivate and develop high-performing teams. • Customer-centric mindset with a strong sense of ownership and accountability for issue resolution. • Proven ability to manage customer complaints and service requests through to successful closure. • Strong stakeholder management and cross-functional collaboration skills. • Excellent analytical, problem-solving, and decision-making abilities. • Focus on achieving service quality, productivity, and customer satisfaction targets. • Proficiency in MS Excel, Word, and PowerPoint. • Experience in MIS reporting, performance tracking, and service operations management. • Knowledge of Asset products such as Home Loans, Loan Against Property (LAP), and Personal Loans preferred. Experience: >10 years in customer service, retail asset operations, or complaint management, with prior team handling experience preferred.