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Zonal lead Service Full-time Job

1 year ago NBFC Mumbai   43 views
Job Details

Job description

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

with auditors

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 –

Service Delivery

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

Company Description
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