Position; Sr manager Customer Service

Candidate Profile: The candidate must be a Graduate. Master's in Business Management would be additional qualification. He/ She should be aged between 30-35 yrs with 12+ in a banking / service industry with good knowledge of customer life cycle and organization processes impacting the customer experience.

Essential Duties and Responsibilities

1. Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards;

2. Resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.

3. Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analysing information and applications.

4. Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

5. Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.

6. Accomplishes information systems and organization mission by completing related results as needed.

Qualification & Experience

- Management degree in finance/business from reputed institute will be given preference.

- 10 to 15 years of experience in customer relationship management

- Knowledge of product development as well as business process re-engineering.

Skills and Competencies

- Good business sense

- The ability to motivate and lead a team

- Good communication and 'people skills'

- The ability to work calmly under pressure

- IT Savvy and good exposure in analytics.

Reports To - V P Operations and Business Excellence

Place of posting - Mumbai

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