Senior Manager - Complaints & Automation

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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