Customer Service Manager

Job Description

Enabling Skill Sets & Qualifications Customer-centric mindset with high ownership Strong leadership, people management, and conflict resolution skills Strategic thinking with a passion for data-driven decision-making Proficient in CRM, ticketing systems, survey tools, and analytics platforms Excellent verbal and written communication skills Key Result Areas Supporting Actions Managing the existing Inbound Multi-LOB ABC Call Centre housed in Shared Services Work closely with LOB ops and customer service teams to stay updated. Implement & adopt new ways of digital to deliver strong customer-service outcomes. Managing operations of Aditya Biral Capital Digital Limited a. Driving Issuance of sales done by ABCD teams for various LOBs: i. Coordination with LOBs for disbursement/issuance within TAT ii. Identifying and bridging gaps of customer onboarding journeys to improve FTR. b. Managing issuance of 3rd party products with partners outside ABC ecosystem iii. Coordination with partners for faster issuance iv. Ticket raising and resolution w.r.t issuance. v. Identifying process improvement opportunities for improving FTR c. Maintaining the quality of business vi. Setting up processes for renewal updates and collection in coordination with LOBs & ABCD employees. vii. Improve the persistency of business. viii. Ensure prevention of fraud and prevention of business churn by employees and partners and work with sales to ensure quality in sourcing. Setting up best in class customer service processes at ABCD: a. Manage the Customer Journey teams, working with them to support and improve our customer journey ensuring best in class experience & fulfilment delivering target revenue goals thru end-to-end digital fulfilment. b. Liaise with multiple product / Business teams to ensure Products / Services offered are competitive in the market and gives the sales team a strong edge basis Product Leadership. c. Drive implementation of processes to improve and enhance customer interactions. d. Drive implementation of a holistic retention strategy to drive revenue from existing customers. e. Understand the key interactions in the customer lifecycle and drive relevant changes. f. Analyse and improve customer retention and repeat-custom behaviour across key segments to inform marketing and business decisions. g. Define, handle & resolve customer complaints, queries and grievances within the set timelines.