Service Delivery Leader/ Manager

Career Management Services
  • Mumbai
  • Confidential
  • 6-11 years
  • 22 Jun 2015

  • Quality Control - Product/ Process, Operations

  • Banking - Retail, Financial Services/ Capital Markets, Banking - Corporate
Job Description

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 NRIs 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 any recognized

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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Career Management Services