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Assistant Manager

Kolkata, WB
Job Code:
  • Banking & Finance
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Job Details

Purpose of the Role This role will be responsible for managing the Customer Service of Retail Liabilities. The role will actively support our strategic vision by the planning and implementation of Customer support activities centrally and directly liaising with the registrarRoles and Responsibilities Primary Responsibilities Responsible for managing customer service of Retail Liabilities.Liaising with the registrar and other external vendors as and when required.Ensuring a 100% resolution of all customer queries within the defined TAT.Creating Complaint / Resolution Reports on Daily/Weekly/Monthly basis for managementDeliver a highly differentiated and consistent service experience for our customer base.Liaising with theinternal and externaldepartment to resolve Service related issues.Interact with end customers to ensure alignment.Utilize corporate customer satisfaction programs to measure, monitor and report overall customer satisfaction and spearhead these programs to assure continuous company-wide improvement.Co-ordinate with theContact Center Team as and when required to resolve Investor Queries.To handle the physical letters and communication from the customers and record them in to system.To process applications and Investment related forms in the system.To process , assign and getinvestor queries/requests/grievances resolved by the internal & external teams.Constantly learning and implementing techniques to provide customer delight through value added services.To process and record keep the interest ,re-validation and other payment related matters in the system to ensure nil customer complain with respect to payments.To ensure 100% customer satisfaction. Key CompetenciesExperienced operational/service with a proven track record of working and delivering customer service operations in a BFSI firm facing retail and corporate customer base.Good Understanding of Banking /Financial Products and operational aspects involved therein.Technology oriented person and following innovations in technology to improve customer satisfaction is your passion.Understand how to define and improve customer retention and satisfaction programs.Function well and remain cool under pressure in a fast-paced environment where constant change is the norm and the bar for quality is set extremely high.Experienced in dealing with outages, escalations, customer interruptions, crisis management and developing root-cause remedy plans to improve operations and infrastructure.Highly data-driven and believe that data and research are the keys to making sound strategic decisions.High capacity for work, and are able to maintain performance over long stretches of time and during periods of work overload.Operate with the highest level of professionalism and personal integrity Ideal Candidate Profile Qualification Graduate / Postgraduate. Candidates from Commerce background will be preferred.Years of experienceAt least 4 years of experience in managing customer service operations in B2C BFSI / Capital Markets business/Banking Sector.
Degree: M.Com. (Commerce)

Additional Degree: B.Com. (Commerce)

Experience: 4-8


Administration | Facilities management
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