Customer Service Manager -Operations

Job Description

MANDATORY EXPERIENCE OF Sector: Banking / Financial Services / insurance / Mutual Funds.

Functional Area: Financial Services, Banking, Investments, Insurance

Role: Customer Service Manager

Gender: Female

Salary Range: 2, 50,000 – 4,00,000 PA + Additional benefits as per company’s norms (Medi-claim, Bonus, Yearly Leaves etc)

I: KEY RESPONSIBILITY AREAS:

A Customer Service Manager would primarily deal with individual retail & HNI customers and will be servicing them; she will be responsible in resolving queries and in providing good customer service experience to the assigned clients related to services offered by the organization.

# Operational Governance

·Ensure all processes are followed to ensure that there are no operating losses/ Frauds.

·Tracks customer complaints/queries and turnaround times for customer satisfaction.

·Accurate and timely processing of customer instructions 

·Ensure adherence to KYC Norms.

·Maintain standards to comply with Company Audit. 

# Customer Experience Management: 

·Ensure quality customer service is delivered.

·Effective relationship management by monitoring the movement of the customers and implement a customer retention program. 

·Minimize rejections and customer complaints to create a wow experience.

·Hold periodic customer meets.

·Customer query handling / complaint resolution.

·Specific initiatives taken to improve service and reduce bottlenecks and customer complaint.

·Customer visits as per laid down call frequency.

Job Description: Customer Service Manager

Sector Experience Required: Banking / Financial Services / Insurance / Mutual Funds

Functional Area: Financial Services, Banking, Investments, Insurance

Role: Customer Service Manager (Female Candidates Preferred)

Salary Range: INR 2,50,000 – 4,00,000 per annum + Additional benefits as per company’s norms (Medical insurance, Bonus, Annual Leave, etc.)

Key Responsibilities:

Operational Governance:

1. Ensure adherence to all operational processes to prevent operating losses and fraud.
2. Monitor and track customer complaints and queries, ensuring timely resolution to enhance customer satisfaction.
3. Accurately and promptly process customer instructions.
4. Maintain strict compliance with KYC norms.
5. Uphold standards to meet company audit requirements.

Customer Experience Management:

1. Deliver high-quality customer service consistently.
2. Manage customer relationships effectively by monitoring customer engagement and implementing retention strategies.
3. Minimize rejections and complaints through proactive customer service measures.
4. Organize regular customer meetings to enhance engagement.
5. Handle customer queries and resolve complaints promptly.
6. Lead initiatives to improve service quality and streamline operations, reducing customer issues.
7. Conduct customer visits as per the prescribed call frequency.

This role requires a proactive individual capable of managing customer service operations in the banking and financial services sector, focusing on enhancing customer satisfaction and operational efficiency.