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Assistant Manager

Assistant Manager

EXL

1 - 5 years

3 - 7 Lacs

pune

Posted:3 weeks ago| Platform:

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Skills Required

team management staffing financial products customer service management continuous improvement resource planning operations service quality monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

Seeking an individual for pivotal role that involves guiding, supporting, and motivating a team responsible for investigating and resolving customer grievances with financial products. This position requires a balance of operational expertise, leadership skills, and a customer-focused mindset to ensure the delivery of fair outcomes and high-quality service.

As a Team Leader, you will oversee the day-to-day activities of your team, ensuring compliance with regulatory standards and internal processes. You will also monitor performance metrics, manage team staffing, and create a supportive environment where team members can thrive and grow professionally.

A critical part of the role involves acting as a coach and mentor to team members, enabling them to apply empathy and emotional intelligence when dealing with customers in challenging situations. Youll support your team in resolving complex complaints, promoting digital self-service options, and guiding customers toward external debt advice where necessary.

Additionally, you will be responsible for identifying opportunities for continuous improvement, providing actionable insights to management, and contributing to operational efficiency through effective resource planning, KPI management, and process enhancements.

Graduate

Motivate and inspire team members to consistently deliver high standards of customer service.
Coach team members to apply empathy and emotional intelligence when dealing with customers, particularly in stressful or challenging situations.
Provide ongoing feedback to team members through structured and informal coaching sessions to enhance their performance and skillsets.
Conduct regular performance reviews to identify strengths, address areas for improvement, and set clear developmental goals for team members.
Create action plans for underperforming team members, providing tailored coaching and support to help them meet performance expectations.
Monitor team performance to ensure alignment with internal processes, regulatory guidelines, and key performance indicators (KPIs).

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EXL

Business Process Management / Analytics

New York

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Assistant Manager