RO:RL - Operation Customer Service Team - Retail-Activity Champion

Axis Banks 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 journey.

The 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 communication.

The 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 targets.

As 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 same.

You 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 initiatives.

1. Team Leadership and Management:

Lead and manage a team of customer service team members.

Set performance objectives, provide coaching, and foster a positive work environment.

Conduct regular performance evaluations and provide professional development opportunities for team members.

2. Customer Service Operations:

Oversee the day-to-day customer service operations related to retail assets.

Handle escalated customer inquiries, complaints, and complex issues promptly and effectively.

Ensure adherence to service level agreements (SLAs) and quality standards.

Collaborate with internal stakeholders, such as credit, collections, and operations, to resolve customer issues.

3. Customer Satisfaction and Retention:

Implement projects and initiatives to enhance customer satisfaction and retention for retail asset customers.

Monitor customer feedback, analyze data, and identify areas for improvement.

Develop action plans to address customer pain points and drive continuous improvement.

4. Process Improvement:

Evaluate and optimize customer service processes related to retail assets.

Identify opportunities for automation, streamline workflows and enhance operational efficiency.

Collaborate with cross-functional teams to implement process improvements and initiatives.

5. Training and Development:

Identify training needs and provide ongoing training and coaching to customer service team members.

Ensure 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 insights.

Provide recommendations based on data analysis to improve service quality and increase efficiency.

6. Reporting and Analysis:

Establish key performance indicators (KPIs) to measure customer service performance.

Generate regular reports on customer service metrics, trends, and insights.

Provide recommendations based on data analysis to improve service quality and increase efficiency.

7. Cross-functional Collaboration:

Collaborate with Central operations, IT, Retail Asset loan centers and other departments to ensure a seamless customer experience.

Share customer insights and feedback to help drive improvements in products and processes. Participate in cross-functional projects and initiatives related to retail asset customer service.

Bachelor's degree in Business Administration, Finance, or a related field.

5-7 years of experience in customer service, preferably in the retail banking or financial services industry.

Good team leader, self motivated and organized.

Sound communication and interpersonal skills.

Knowledge of retail asset loan processes will be added advantage however not mandatory.

Analytical mindset with the ability to leverage data to facilitate decision-making and process optimization.

Knowledge of customer service tools(CRM systems) Microsoft Excel and Powerpoint and other relevant technologies is must.

Customer-centric mindset with a passion for delivering exceptional customer experiences.

Strong problem-solving and decision-making abilities and ability to work collaboratively with cross-functional teams.

For successful execution of the job, a candidate should possess the following:

Retail Asset Knowledge: Possess extensive knowledge of retail banking products, specifically retail assets such as personal/auto loans, mortgages, and other related financial products.

Customer 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 issues.

Team 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 growth.

Problem-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.