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Senior Process Executive - Client Service Operations

Bengaluru, KA
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  • Banking & Finance
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Job Details

Coach the staff members on written communication and verbal communication using real-life email examples pertaining to their activity through sit-ins or workshops.Work with the managers and experts to review or create useful documents that will be used when communicating with their clients.Coach the staff members on verbal communication by doing role-plays with real-life situations pertaining to their activity.Suggest improvements on the coaching methods and share them with the other coaches.Identify needs coming from the teams to help improve the service provided to the clients.To ensure that the Client Services function operates effectively and that the functions activities are aligned to departmental and Company objectives.Review and manage Client Service and Client Key performance metrics, via Calls/Email reviews and email checks.To ensure that all customer enquiries are satisfactorily managed, resolved and closed within agreed timescales and coach/mentor on an individual/group level.To ensure that the Customer Services function is adequately staffed and trained to deliver an efficient service to internal partners and (external) customers.To actively promote and manage the process of Continuous Improvement (CI) in CLIENT Service Standards within OPERATIONS.Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.Understand the constraints of the team(s) to be trained and adapt to how the team(s) workParticipate and contribute to relevant management meetings/Exco Meetings.Identify the different situations that the team(s) encounter with their clientsPromote effective communication throughout all levels of the Customer Services function. Deliver Key note details and Client Dashboards on performance and manage Client expectations within various forums.Deliver Key Client metrics related to Client feedback and interactions.Source Feedback from the client esp., on operational performance and seek to rectify with concrete solutions.OPERATIONAL COACHING RESPONSIBILITYEffective report writing skills and presentation skills.Prior hands-on experience in Voice/Email coaching.Holistic approach to managing teams vis a vis Contact Centre roles.KEY SKILL AREAS & KNOWLEDGE REQUIREDPositive / Can Do philosophyHave a holistic approach / visionAssertive and confident mannerPatient and calm demeanorHigh levels of honesty & integrityCreative/innovative/forward thinkingGood commercial acumenAnalytical and efficient approach to workWillingness to work additional hours as requiredBEHAVIOURAL COMPETENCY REQUIREDMinimum of 6 years recent and proven experience within a busy commercial customer service environment, of which 3+years should be at senior customer relations management levelCustomer & employee relations management.Demonstrable experience of successful change management and/or application of continuous/business improvement techniquesProfessional approach & able to deal with demanding clients and tradersTeam player able to work unassisted with a flexible approach to assisting with workload within the department. Capability to work effectively and efficiently (either individually or as a member of a team)Good planning & Organisational SkillsAbility to work under pressure and prioritise.Has aligned vision with SG values on Curiosity Constructiveness and Solidarity(can be tested in interviews).Exhibits strong client focus and client relationship management.Enthusiastic and self motivatedExcellent Verbal & written communication skillsOutgoing personalityBasic Investment Banking Operational Knowledge around products and service levels offered.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 6-11


Administration | Event Planning | Facilities management | Office Management & Coordination
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