Manager - Service Delivery Leader (Wealth Advisor Firm)

Career Management Services
  • Mumbai
  • Confidential
  • 5-8 years
  • 24 Jun 2015

  • Quality Control - Product/ Process, Operations

  • Financial Services/ Capital Markets
Job Description


Account Opening & Documentation

- Manage the outsourced contact center to ensure excellent customer service

- Manage escalated calls from Customer

- To become an expert in Product from customer service perspective

- Responsible for account opening of new to bank customers both resident and NRI's with adherence to the KYC / Compliance norms of the bank.

- Ensuring random checking of day-to-day transactions

- Actively involved in setting processes and routines to improve Customer Service.

- Ensuring all complaints are resolved up to customer satisfaction

- To define & manage processes to resolve issues of customers.

- Business & Process Planning with execution

- Driving the team for highly effective customer service

- Customer Satisfaction and Service Delivery

- Setting and measuring quality standards

- Implementing best practices from the industry

- To work closely with internal teams to identify training needs

- Ensure training manuals are in place & are updated on regular basis

- Interface with clients to resolve day to day operational issues

- Maintain relationship with customer & stakeholders

- Monitoring, measuring & analyzing processes for quality, compliance & continual improvement

- Channelizing customer feedback to other functions

- Analysis of customer issues & effective MIS and feedback to Management

- Co-ordination with internal teams to keep self & team updated on latest changes and updating knowledge database

- Ensure all internal guidelines & processes are followed by self & team members .

Desired Profile Age:

Minimum 27 to Maximum 35 years


Graduate, Post Graduate, MBA, CA, from a any recognized university

AMFI/ NCFM/ IRDA/ JAIIB/ CAIIB & such relevant certifications will be an added advantage.

Certification on quality programs i.e., Six Sigma, ISO, 5S, Kaizen, etc. will be an added advantage.

Past Experience:

6-12 years of work experience in Banking & Financial Services

Organizations of which minimum 3 years has to be in Banking Operations or Service Roles.

Minimum 2 years should be in leadership role handling team.

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