Associate Director - Customer Services (Leading Financial Services)

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  • Gurgaon
  • Confidential
  • 12-18 years
  • 13 Mar 2015

  • Operations, Customer Service

  • Financial Services/ Capital Markets
Job Description


- Retain existing customers and attract new assets by handling client requests in a professional, timely and effective manner. 
- Monitor and control service standards. 
- Lead and drive improvements in the quality of customer service by looking at process improvement, building a raw bust quality control framework, identifying risks and supporting a robust recruitment process. 
- Ensure delivery of all key projects related to customer operations. 
- Lead the goal setting process, linking team goals into strategic objectives. Leads the appraisal, salary and bonus process and monitors team progress against objectives. 
- Work and achieve high levels of customer satisfaction across all communication channels. 
- Provide regular updates to department heads on trends and issues, team performance, escalated issues/ problems, project work. 

Skills & Experience: 

- Experience of managing multi-site/ multi-channel environment. 
- Minimum 12 years of experience with at least 10 years of management experience preferably from Financial services. 
- Excellent understanding of the UK/ Europe market. 
- Thorough knowledge of current call center systems and best practice.

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