Area Customer Service Manager_Product-Support_0832_4673_1014358

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