• Customer service manager Jobs in Coimbatore,India

  • DBS Bank Ltd
  • Save Job
  • 0 - 3 Years
  • Posted : above 1 month

Job Description:

Customer service manager - ( WD04463 )

Job Purpose (In a brief, specific one or two-sentence statement, answer the questions Why does this position exist and What is it expected to accomplish )Overall responsibility is to provide superior and efficient service, directly and through the team for all WM clients both proactive and reactive basis

Design and implement processes with limited handoffs

Establish sales audit process to capture any mis-selling

Develop MIS to capture all the key drivers as templated

Design and implement training programmes for the team members

Establish WM service as the best in class unit within the target segment

Establish robust indicators to track service delivery

Job Duties & responsibilities (List the principal duties Use concise statements that provide a clear understanding of the level of responsibility, complexity, creativity and analysis performed in this position)

Develop and monitor service scorecards for the branch

Develop and monitor SLAs with support units for delivering best in class service

Develop and monitor turnaround times for each transaction and institute processes to track and monitor the same

Implement Customer satisfaction surveys and establish the business at one of the best in the industry

Implement training programs for all team members on customer service, contact management

Track end to end Complaint management and resolution and do root cause analysis where required

Work closely with Sales in marketing program to ensure quality customers education process

Develop training materials and coordinate training for all staff

Manage KYC and all compliance related processes in the business

To ensure teams compliance with Group Policy and Standards on Money Laundering Prevention or local regulatory requirements for the prevention of money laundering

Primary Location India-Tamil Nadu-Coimbatore

Job Customer Service

Schedule Regular

Employee Status

Full-time

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Financial Services/Stockbroking
Functional Area : HR/PM/IR/Training
Role : Recruitment
Salary : As per Industry Standards
Deadline : 16th Mar 2020

Key Skills:

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