Affluent Desk - HRO

Role & responsibilities

• Ensure timely and effective completion of assigned tasks.
• Resolve queries in exceptional situations and escalate them, when required (by following proper channels).
• Compile and publish reports on teams performance reports on set frequencies (Daily/Weekly/Monthly etc.).
• Provide the team with a vision of the process objectives.
• Motivate and inspire team members not only to achieve but exceed customers expectation by leading them by examples.
• Be sensitive to the needs of the team members and create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
• Facilitate problem solving and collaboration.
• Conduct quality analysis on the listings processed by moderators, ensure teams quality is up to the set benchmark.
• Keep the Managers/Leaders informed of task accomplishment, issues and status.
• Focus on accelerating teams performance.
• Understanding towards business/organization objectives.
• Willingness to add value to company’s Culture, Mission and Vision

Preferred candidate profile

• Prior experience in managing high net-worth clients, preferably in banking, wealth management, or premium customer service roles, Hospitality, Aviation, Concierge services etc.
• Exceptional communication skills, both verbal and written.
• Well-presented and professional demeanor, as the role may involve in-person client interactions.
• The role is to manage helpdesk or concierge services for premium customers which would require physical visits as well . The resources would operate out of client’s vicinity .

• CEFR level required from communication perspective –
• B2 – Upper Intermediate/Vantage
• C1 – Advanced/Effective Operational Proficiency