Manage and oversea a team of customer service representatives, ensuring their performance aligns with the segments/Bank’s strategy and customer service standards.
Providing guidance, coaching and support to team members to enhance their skills and performance.
Foster a positive and motivated work environment that encourages collaboration, innovation, and continuous improvement.
Develop a comprehensive understanding of business banking customer’s needs, challenges and expectations.
Ensure sufficient and accurate assessment of customer concerns, inquiries and issues, providing timely solutions and resolutions.
Collaborate with relevant internal departments to address and resolve complex customer matters, ensuring a seamless and satisfactory experience.
Develop and implement strategies to enhance customer service and satisfaction, ensuring a customer-centric approach throughout all touchpoints.
Identify and recommend improvements to customer service processes, policies and systems based on customer feedback, industry best practices and market trends.
Monitor and analyze customer feedback, complaints, and key performance metrics, taking proactive measures to address areas of improvement.
Constant dialogues with Call Centers and empower the team to manage customer demands and needs
Build strong relationships with key business banking customers, understanding their unique requirements, and tailoring solutions to meet their needs.
Act as a point of contact for escalated customer issues, ensuring prompt and effective resolution.
Collaborate with other internal teams, such as Relationship Managers and Sales, to provide a seamless and consistent customer experience.
Plan, coordinate and deliver training programs to build the skills and knowledge of the customer experience team.
Conduct regular performance evaluations, provide constructive feedback, and identify development opportunities for team members.
Required Experience
Bachelors’ Degree or Post Graduate or Professional Certification
Proven experience (5-10 years) in customer service management, preferably in the banking or financial services industry.
Understanding of banking products, services, and customer behavior.
Strong leadership abilities, with a track record of effectively leading and motivating teams.
Excellent interpersonal and communication skills, with ability to build rapport with customers and internal stakeholders.
Proactive problem-solving skills with the ability to manage and resolve customer escalations effectively.
Analytical thinking and strong problem-solving skills.
Should be able to manage all the stakeholders with-in the bank.
Customer Centric mindset and a strong commitment to delivering exceptional customer service.
