Zonal lead Service Full-time Job1 year ago - NBFC - Mumbai - 45 views
Roles and Responsibilities
Delivering quality service to customers and working closely
with all the stakeholders to maintain a good rapport with
o Improve the efficiency & effectiveness of customer
complaints resolution system.
o Ensure all processes are in tandem with regulatory
o Monitor TATs and quality measurements regularly and
refine SOPs accordingly.
o Track data (MIS), read and understand them to bring about
efficiency across processes.
o Manage escalations received from team members and
facilitate quick resolution.
o Ensure RCAs are in place for cases that get escalated due
to various reasons.
o Recruit, train & develop a client servicing team which is
proactive at offering highest level of customer delight.
o Track team performance, provide support to them to
overcome barriers in effective resolution.
o Look out for process re-engineering wherever necessary.
Audit, CRM Management & Reporting o Ensure compliance of all processes with regulatory
o Ensure timely information sharing and query resolution
o Oversee timely and accurate completion of the CRM
o Track and analyze MIS dashboard related to customer
queries, complaints, SLA and TAT achievement, and draw
insights from the same
o Share updates on operational issues with Section Head –
Team Management o Ensure the team is up to date on the latest product
offerings for their respective channels
o Define and drive performance metrics and standards as per
the prescribed SLAs, quality parameters and TATs
o Provide guidance and support to team members on an
ongoing basis, and recommend trainings as per need
Stakeholder Management o Leasing with the stakeholders like branch, CPU, Risk, Sales,
Collections to ensure customer queries are resolved on
time and there are no potential escalations
o In the event of escalations liaising with respective
stakeholders to ensure timely resolution
New Initiatives for Digital Customer Journey o Ideation of digital journey for the customer
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