Senior Manager - Complaints & Automation

Job Description

Objective

Responsible for working towards reduction/elimination of customer complaints and managing Ops automation for customer service platforms

Key Responsibilties

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• Manage a team of experts in handling the complaints process efficiently
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• Manage process budget and track expenses
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• Work towards reducing customer complaints by reviewing processes, identify & fixing gaps
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• Ensure closure of customer complaints within agreed TAT, to achieve customer satisfaction level along with ensuring that the responses to regulatory authorities are closed in a timely manner
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• Highlighting process performance to Senior Management
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• Ensures departmental standards for Quality, Variability and Efficiency are met or exceeded
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• Give subordinates opportunity to develop their own expertise and delegates effectively to ensure shared responsibility for work output
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• Drives process improvement within the Business units by implementing new ideas/ concepts
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• Work towards improvement of digital service platforms for customer interaction, such as IVR, Chat & Voice BOT
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• Work towards increasing customer interaction on digital channels
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• Performing the role of Nodal Officer for RBI for Mumbai zone
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Need to Have Areas

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• Proficiency in MS Office (Excel, Word and PowerPoint) required
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• Should have initiated various activities /projects which has made significant impact in the process organization
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• Excellent Communication and influencing skills, in person and in writing
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• Excellent organizational and leadership skills with a problem-solving ability
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• Experience in customer service is required
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