7 Resolution Management Jobs

You will be responsible for allocating portfolios to vendors based on past performance trends and Field Officers (FOS) availability, while ensuring adequate manpower capacity for the portfolio. Collaborate with FOS and Team Leaders to review cases and assign work based on disposition codes. Coordinate with agency resources for call planning to improve resolution rates and provide necessary support on challenging cases. You will oversee the allocation and periodic auditing of receipt books and Repo kits. Ensure timely closure of agency billing within 60 days of completing the work month. Obtain prior approvals for repo cases and assist agencies in managing repo-related issues. Address collection/repo customer service matters and handle escalations effectively. Collaborate with the legal team to initiate legal actions against chronic defaulters and work with enforcement agencies on cases filed against the organization by customers or third parties. Track and review BKT resolutions at the agency and FOS levels. Monitor and restrict flow rates to the next BKT based on the location you manage. Identify and replace underperforming FOS with new recruits, providing training as needed. Close CRM queries within the assigned turnaround time. Address RCU audit queries promptly and ensure the implementation of committed actions at the field level. Discuss receipt book discrepancies with agencies and prevent their recurrence in the field. Ensure 100% utilization of Hand Held Terminals (HHT) and submit reports to Area Collection Manager (ACM) or Regional Collection Manager (RCM) regularly. Report non-functioning HHTs to the IT team for necessary support.,

You will be responsible for allocating portfolios to vendors based on past performance trends and Field Officers (FOs) availability, ensuring adequate manpower capacity for the portfolio. You will need to review cases with FOs/Team Leaders (TLs) and assign work based on the disposition code. Coordinating with agency resources, you will plan calls for better resolution and provide necessary support to the agency on challenging cases. Your duties will include allocating receipt books and Repo kits, and conducting periodic audits. It is crucial to ensure agency billing closure within 60 days of completing the work month. You will also be required to obtain prior approvals in repo cases and assist agencies in managing repo-related issues. Handling collection/repo-related customer service issues and escalations will be part of your responsibilities. You will be responsible for coordinating with the legal team to initiate legal actions against chronic defaulters and dealing with enforcement agencies in cases filed against the organization by customers/third parties. Tracking and reviewing BKT resolutions at the agency and FOs level is essential, as well as restricting flow rates to the next BKT in your location. Removing non-performing FOs, recruiting a fresh team, and providing training as needed will be part of your role. Closing CRM queries within the assigned Turnaround Time (TAT) and responding to RCU audit queries before the TAT are critical tasks. You will also need to implement committed actions at the field level based on the audit findings. Discussing receipt book discrepancies with the agency and ensuring the prevention of recurring issues in the field is important. Utilizing Hand Held Terminals (HHTs) at 100% capacity and submitting regular reports to the Area Collection Manager (ACM) or Regional Collection Manager (RCM) is required. In case of HHT malfunction, you must promptly inform the IT team for necessary support.,

As a Team Leader-Service Recovery in the Customer Experience department, you will be responsible for managing a team of officers who reach out to customers identified as detractors to address their concerns effectively. Your primary duties will include overseeing the team's analysis of customer feedback, monitoring and addressing queries, requests, and complaints in the bank's CRM system, and assisting team members in providing end-to-end resolutions to customers. You will also be expected to evaluate team calls, offer constructive feedback for improvement, and ensure that the team meets performance parameters based on the Scorecard metrics. Additionally, you will be involved in handling adhoc activities related to surveys as part of your secondary responsibilities. The key success metrics for this role will include monitoring the team's Productivity, SQ Adherence, SR Closure within TAT, and Talk time to ensure efficient service delivery and customer satisfaction.,

The Associate Manager - Customer Success will be responsible for managing CSA Teams in CoE, CSA team performance, prioritizing leadership requirements and activities, and overseeing the Customer Success team in India. You will proactively engage with customers to ensure they realize value from products and solutions, leading to revenue retention and new revenue opportunities. Ideal candidates can identify needs, communicate effectively, and exceed client expectations, combining visionary and analytical skills. Work timings and location: Eastern shift timings, from 5:00 PM to 2:30 AM IST. Work from the office located in Hyderabad. Responsibilities: - Work closely with Customer Success functional leadership to drive prospecting strategies, AT RISK Management, and Renewal Management. - Coach & Mentor teams to perform their duties effectively. - Lead and Manage Customer Success teams, providing guidance & mentorship. - Develop & implement strategic plans for Customer Success aligned with overall business objectives. - Identify process improvements to enhance efficiency. - Act as a strong advocate for customers, addressing their needs & concerns effectively. - Monitor team performance and take corrective actions. - Implement career development and growth opportunities for team members. - Hire Talent as per requirements & groom them for success. Goals: - Retained Revenue. - 95% Case Resolution within 30 days. - Improve First Contact Resolution time. - Adherence & Measurement of internal SLA and Quality Audit. - Maintain attrition below 15%. - Accurate forecast within 5% of the GRR, RRR for each quarter. - Work towards renewals and achieve or exceed the plan of 92.5% GRR and 96% ARR. Requirements: - Bachelor's Degree, preferably in business or a related field. - 10-13 years of industry experience, including 7+ years in Customer Success, Account Management, and Renewals. - Proven experience managing Customer Success teams of approximately 10 members directly. - 5+ years of experience in managerial roles. - Experience working in large-scale organizations with diverse teams and processes. - Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills. - High attention to detail with working knowledge of reporting and analytics solutions. - Strong knowledge and experience in CSA (Customer Success Associate) activities. - High level of agility and ability to manage change effectively. - Demonstrable ability to communicate, present, and influence credibly and effectively at all organizational levels, including executive stakeholders. - Experience improving customer experience, driving increased retention and growth. - Proven track record of managing and leading Customer Success teams with global clients. - Expertise in team building, coaching, and talent development within Customer Success. - Strong leadership and team management skills. - Experience managing large volumes of uncovered or low-touch customers is desirable. - Proficiency with Salesforce: The Customer Company or experience with any CRM tool. - Experience working in a software company, particularly in renewals, retention, or customer success departments. - Hands-on experience in resolution and escalation management. Qualifications: - Bachelor's Degree, preferably in business or a related field. - 10-13 years of overall industry experience, including 7+ years in Customer Success, Account Management, and Renewals. - Proven experience managing Customer Success teams of approximately 10 members directly. - 5+ years of experience in managerial roles. - Experience working in large-scale organizations with diverse teams and processes. - Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills.,

The Quality Assurance Analyst, reporting to the Manager of Quality Assurance, plays a crucial role in the Complaint Management life cycle at our organization, specifically through the Care Access Center. In this role, you will be responsible for recognizing quality trends, understanding their impacts, and reporting findings related to end-user complaints. Collaboration with service delivery departments within IHS is essential to ensure thorough investigations and well-documented resolutions. Your key responsibilities will include managing QAR Complaints, conducting investigations, and liaising with internal stakeholders for resolution. Prioritizing QARs and tasks appropriately, along with possessing strong communication and collaboration skills, will be vital for success in this role. You must effectively manage multiple competing priorities and participate in regular Quality Management calibration meetings. As the Quality Assurance Analyst, you will be tasked with identifying and assessing the impact and dependencies of actions and QAR resolutions. Your ability to manage multiple Quality cases and tasks with competing priorities will be crucial in delivering effective solutions and ensuring end-user satisfaction.,

The role you are applying for is responsible for achieving the collections target in the assigned area while ensuring that SOPs and legal norms are followed as per process and organizational policy. Your core responsibilities will include managing the assigned portfolio to achieve expected resolution, updating trail/feedback in the system and reporting to respective stakeholders, resolving NPA reversals and Write off recoveries through personal visits, and initiating and executing legal tools such as Warrants execution under Section -138/ Section -25 and timely execution of Sarfaesi. You will be required to coordinate with the Legal team/Lawyers for timely filing of Sec 14 and obtaining DM orders & Enforcement of agents for timely and smooth possessions. Additionally, ensuring customer satisfaction through quick resolution of customer issues and complaints by personal visits on assigned customers, applicants, co-applicants, and collateral properties is crucial. Driving resolution through personal visits to achieve set targets, managing trail/feedback in M Collect, monitoring Delinquency files on a regular basis, and ensuring customer satisfaction by resolving customer issues within specified TAT are key aspects of this role. Collaborating with team members and other functions is essential, as is ensuring compliance with all Audit/NHB/IRB regulations, as well as policies and procedures of the company. To be considered for this position, you should be a Graduate with a desired experience of minimum 2 to 4 years in the field.,

The role you are applying for is responsible for achieving the collections target in the assigned area while ensuring that SOPs and legal norms are followed as per process and organizational policy. Core Responsibilities: Ensure to manage the assigned portfolio to achieve the expected resolution. Update trail/feedback needs in the system and report to respective stakeholders. Resolve NPA reversals and write-off recoveries through personal visits. Initiate and execute legal tools in a timely manner: Warrants execution under Section -138/ Section -25, Timely execution Sarfaesi. Coordinate with Legal team/Lawyers for timely filing of Sec 14 and obtaining DM orders & Enforcement of agents for timely and smooth possessions. Ensure customer satisfaction through quick resolution of customer issues and complaints by personal visits on assigned customers, applicants/co-applicants, and collateral properties. Drive resolution through personal visits to achieve set targets. Manage trails/feedback in M Collect and monitor Delinquency file regularly. Ensure customer satisfaction by resolving customer issues within specified TAT. Collaborate with team members from other functions. Ensure compliance with all Audit/NHB/IRB regulations as well as policies and procedures of the company. Education: Graduate Desired Experience: Minimum 2 to 4 years in the field.,