AVP - Consumer Services (Financial Service Company)

RIverForest Connections Private Limited
  • Mumbai
  • Confidential
  • 6-12 years
  • 19 Mar 2015

  • Operations, Customer Service

  • Financial Services/ Capital Markets
Job Description

Role & Responsibilities :

  • Assist in the implementation of an overall Consumer Services Operations - Disclosure, Phone, Email, Repeat Interactions and Disputes process
  • Oversees the creation and facilitation of any Consumer Services - policy and procedure, process documentation, scripts and training materials.
  • Assist in managing relationship with outsourcing vendor. This includes reporting and operations, monitoring of new processes and procedures, providing updates, resolving issues and making operational decisions
  • Assist in forecasting the volumes of incoming Email and voice processes.
  • Develop process for the production of management reports, area statistics, performance measures, etc.; implements process and tracks results.
  • Ensure adherence of TAT for all processes
  • Monitoring BPO performance - TAT, Productivity, Capacity Planning
  • Measuring and monitoring team performance
  • Improving overall process efficiency, reducing cost of operations and ensuring that business objectives are met
Candidate Profile :
  • Minimum 8 Years of relevant experience
  • Graduate + MBA
  • Strong communication skills - verbal and written
  • Skilled in process mapping
  • Strong logical, problem solving and decision-making abilities
  • Must be well versed in understanding regulatory effect on business operations and maintain upto date knowledge of the CIC Act 2005
  • Self-driven and having ability to work in a fast-paced environment
Experience Required : 6-12 yrs

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