Job Purpose :

We are looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, quality, loyalty and retention and to meet their expectations. This includes motivating recognizing, training, and problem solving. Additionally, the position is also responsible for assisting the HOD with the development, analyses and implementation of staffing, training, scheduling and reward and recognition programs.

Key Accountabilities :

- Manage team and drive projects.

- Improve customer service experience, create engaged customers and facilitate organic growth.

- Take ownership of customers issues and follow problems through to resolution.

- Set a clear mission and deploy strategies focused towards that mission.

- Develop service procedures, policies and standards.

- Keep accurate records and document customer service actions and discussions.

- Analyze statistics and compile accurate reports.

- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.

- Keep the team motivated and assess their training requirements regularly.

- Keep ahead of industry's developments and apply best practices to areas of improvement.

- Control resources and utilize assets to achieve qualitative and quantitative targets.

- Adhere to and manage the approved budget.

- Maintain an orderly workflow according to priorities.

- Oversee and resolve customer issues that require immediate attention beyond the standard support team's capacity.

- Ensures that issues are appropriately prioritized, handled efficiently, and quickly resolved without causing further inconvenience to the customer.

- Responsible for providing adequate and quick resolution to all the escalated complaints at GRC.

- Ensuring adherence to grievances redressal policy and processes, monitoring its implementation and initiating corrective action wherever needed.

- Review the comments of auditors on implementation of customer service and grievance redressal policies and initiate corrective action wherever necessary.

- Evaluation of complaints and submit the RCA with action plan.

- Ensuring all regulatory queries are answered to the regulators' satisfaction.

- Participate in various initiatives towards reduction in escalations of customer complaints.

- Ensure adequacy and quality of all complaint's resolution at this level.

- Regular review of open complaints and sharing feedback both 1 on 1 and with the team to maintain an upward trend in their communication and resolution to grievances.

- People Management or Self-Management Responsibilities - Monitors and enables the achievement of goals and key performance indicators for direct reports and ensures effective implementation of the performance management process in the section.

- Develops talent within the team by providing guidance, ongoing feedback, coaching and development opportunities to individuals to enable achievement of the defined goals.

- Risk and Internal Control Responsibilities - Implements the risk policies and processes (operational, regulatory, financial, informational, reputational and audit risks), ensuring that that these meet regulatory and internal requirements. Implementation of internal control systems in the department and participates in the departmental audits. Implementation of practices to bridge gaps identified during departmental audits.

Educational Qualification - MBA (full time preferable)

Previous Experience - 2-3 years at a assistant manager level

- Proven 5-10 years working experience as a Customer Service Manager, Retail Manager or Assistant Manager

Industry to be hired from - Banking & Financial Institutions

- Insurance

Skills and Knowledge required :

- Experience in providing customer service support.

- Excellent knowledge of management methods and techniques.

- Proficiency in English and executive-level communication skills to communicate effectively with top management staff and other employees.

- Working knowledge of latest technology trends, customer service software, databases and tools.

Competencies (Behavioral Skills) required - Self-motivated and able to work with large groups of persons working in the organization.

- Proactive and result oriented.

- Ability to communicate correctly and clearly with all customers.

- Ability to empathize with and prioritize customer needs.

- Ability to think strategically and to lead.

- Strong client-facing and communication skills.

- Advanced troubleshooting and multi-tasking skills.

- Customer service orientation.

- BS degree in Business Administration or related field.

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