Branch Operations and Service Manager

Role & responsibilities

Role/Job Title:

Function/Department:

Job Purpose:

The role bearer has to focus on helping the organization to enable customers, partners and other stakeholders address their needs for proactive query resolution. It entails the responsibility of providing, setting up customer service quality procedures, standards for the team and deploy strategies, best practices to achieve it. The role bearer also has to drive of employee morale and engagement levels so that the organization is able to provide best in class service to its customers to increase customer satisfaction, loyalty and retention contributing to the larger organizational objectives of the bank.

Roles & Responsibilities:

• Manage a team of customer service managers in charge of the inbound channel and correspondence branches.
• Providing excellent customer service and promoting customer centricity in the organization by improving customer service experience, engaging customers and facilitating organic growth.
• Ownership of customers issues and ensure proactive resolutions of the same.
• Set a clear mission of enhancing service quality and deploy strategies focused towards that mission by keeping ahead of industrys developments and apply best practices to areas of improvement.
• Develop service procedures, policies and standards.
• Analysing MIS, enhance productivity and maintaining accurate records and document customer service actions and discussions.
• Recruit, mentor and develop customer service resources and nurture an environment where they can excel through encouragement and empowerment.
• Adherence to and manage the approved budget.
• Maintaining an orderly workflow according to priorities.
• Regulate resources and utilize assets to achieve qualitative and quantitative targets.
• Enhancing service quality and the level of customer focus in the organization.
• Leverage in-house synergies through collaboration with internal stakeholders.

Education Qualification:

Graduation: BA / BCom / BSc / BBA / BCA / BE / BTech or any other graduate.

Experience:

Preferred candidate profile