Area Customer Service Manager

Role: Area Customer Service Manager Location: Kolkata Exp range: 8 to 12 yrs * Leading a team of Approx: 6\-7 Customer Service Officers to address requests/complaints received from clients for all for Retail Asset Products (Eg: Home loan / LAP/Personal Loan). * Address Service Request /Complaints including those created by channel partners (Branches / Wealth/Contact Centre) and ensure all are closed within TAT * Drive Digital Adoption for all Retail Asset Clients * Close looping of Complaints and TNPS Detractor feedbacks end to end and incorporate changes for improvement. Ensure we maintain benchmark TNPS score of \+65 * Process modifications and Business Process Reengineering to bring about efficiency in process and customer delight. * Quality of Service Request and Resolution as given to customers to be monitored. Feedback and corrective action to be taken if any error noticed * Review Team’s Performance each Month and provide feedbacks and support team to achieve their respective KRA’s. * Ensure adequate training and certifications are completed for each staff member / Ensuring Team Strength in Place * Drive Cross sell and focussed on revenue generation **Others** * Believes in team work and identify and utilizes each team member’s strength and knowledge for achievement of short and long term organization goals * Apply best practices and focus on areas of improvement * Focussed towards achievement of teams and own KRAs * Building rapport and coordinating with internal stakeholders and ensuring customer requests are addressed on time