RO:RL

No of Vacancies1Reports toIs a Team leader?NoTeam Size4-5GradeM/SM/AVPBusinessRetail OperationsDepartmentOperationsSub-DepartmentCustomer ServiceLocationVirtual-MumbaiAbout Central Customer Service TeamAxis Bank s Central Customer Service Team: Central customer service team plays a pivotal role driving Customer centricity for all service touchpoints for Retail Asset loans The team analyses key performance indicators & then strategizing to deliver excellent customer experience throughout the loan servicing journeyThe team is also responsible for tracking and reporting on customer service metrics such as Net Promoter Score, TAT adherence, Complaints reduction, Process Health Assessments & customer communicationThe team works closely with several other teams within the bank, such as the Sales, Product, IT, Central Operations, Credit and Collections to achieve the set targetsAbouttheRoleAs the Customer Service Manager, you will report to AVP - Service Strategy and will play a key role in ensuring excellent customer service experiences for retail asset customers, including loans, mortgages, and other retail banking products You will be responsible to drive any of key performance indicators of Service such as TAT, Complaints, Net Promoter Score, Process Health Assessment, CRM tool and projects around the sameYou will lead a team of customer service team members, manage transactional / project around the key indicator and collaborate with cross-functional teams to drive various initiatives1 Team Leadership and ManagementLead and manage a team of customer service team membersSet performance objectives, provide coaching, and foster a positive work environmentConduct regular performance evaluations and provide professional development opportunities for team members2 Customer Service OperationsOversee the day-to-day customer service operations related to retail assetsHandle escalated customer inquiries, complaints, and complex issues promptly and effectivelyEnsure adherence to service level agreements (SLAs) and quality standardsCollaborate with internal stakeholders, such as credit, collections, and operations, to resolve customer issues3 Customer Satisfaction and RetentionImplement projects and initiatives to enhance customer satisfaction and retention for retail asset customersMonitor customer feedback, analyze data, and identify areas for improvementDevelop action plans to address customer pain points and drive continuous improvement4 Process ImprovementEvaluate and optimize customer service processes related to retail assetsIdentify opportunities for automation, streamline workflows and enhance operational efficiencyCollaborate with cross-functional teams to implement process improvements and initiatives5 Training and DevelopmentIdentify training needs and provide ongoing training and coaching to customer service team membersEnsure team members are equipped with the knowledge and skills to handle the activity they are assigned 6 Reporting and Analysis:Establish key performance indicators (KPIs) to measure customer service performance Generate regular reports on customer service metrics, trends, and insightsProvide recommendations based on data analysis to improve service quality and increase efficiency6 Reporting and AnalysisEstablish key performance indicators (KPIs) to measure customer service performanceGenerate regular reports on customer service metrics, trends, and insightsProvide recommendations based on data analysis to improve service quality and increase efficiency7 Cross-functional CollaborationCollaborate with Central operations, IT, Retail Asset loan centers and other departments to ensure a seamless customer experienceShare customer insights and feedback to help drive improvements in products and processes Participate in cross-functional projects and initiatives related to retail asset customer serviceQualificationsBachelors degree in Business Administration, Fice, or a related field5-7 years of experience in customer service, preferably in the retail banking or ficial services industryGood team leader, self motivated and organizedSound communication and interpersonal skillsKnowledge of retail asset loan processes will be added advantage however not mandatoryAnalytical mindset with the ability to leverage data to facilitate decision-making and process optimizationKnowledge of customer service tools(CRM systems) Microsoft Excel and Powerpoint and other relevant technologies is mustCustomer-centric mindset with a passion for delivering exceptional customer experiencesStrong problem-solving and decision-making abilities and ability to work collaboratively with cross-functional teamsRole ProficienciesFor successful execution of the job, a candidate should possess the followingRetail Asset Knowledge: Possess extensive knowledge of retail banking products, specifically retail assets such as personal/auto loans, mortgages, and other related ficial productsCustomer Service Excellence: Demonstrate a strong commitment to delivering exceptional results Exhibit a customer-centric mindset, actively listen to customer needs, and provide personalized and timely solutions Maintain a positive and empathetic approach while handling complaints or issuesTeam Leadership and Management: Exhibit leadership skills to effectively manage a team of customer service members Set clear performance objectives, provide coaching and guidance, and foster a supportive work environment that encourages teamwork and professional growthProblem-solving and Conflict Resolution: Possess excellent problem-solving and critical-thinking skills to identify issues, analyze complex situations and find resolutions Use sound judgment and diplomacy to handle escalated matters or conflicts#ComeAsYouAre We are dil se open Women, LGBTQIA+ and PwD candidates of all ages are encouraged to apply