Senior Manager - Complaints & Automation

Objective Responsible for working towards reduction/elimination of customer complaints and managing Ops automation for customer service platforms Key Responsibilties Manage a team of experts in handling the complaints process efficiently Manage process budget and track expenses Work towards reducing customer complaints by reviewing processes, identify & fixing gaps 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 Highlighting process performance to Senior Management Ensures departmental standards for Quality, Variability and Efficiency are met or exceeded Give subordinates opportunity to develop their own expertise and delegates effectively to ensure shared responsibility for work output Drives process improvement within the Business units by implementing new ideas/ concepts Work towards improvement of digital service platforms for customer interaction, such as IVR, Chat & Voice BOT Work towards increasing customer interaction on digital channels Performing the role of Nodal Officer for RBI for Mumbai zone Need to Have Areas Proficiency in MS Office (Excel, Word and PowerPoint) required Should have initiated various activities /projects which has made significant impact in the process organization Excellent Communication and influencing skills, in person and in writing Excellent organizational and leadership skills with a problem-solving ability Experience in customer service is required