Head - Client Servicing - Wealth/NBFC

Description of the Role and Profile Requirement

Company : NBFC

Role : Head - Client servicing

Reporting to : Head - Operations - Wealth Management

Location : Mumbai

Requirements:

- 10-12 years relevant experience in client servicing field

- Excellent communication skills and the ability to anticipate the needs of customer

- Strong analytical thinking skills

- Strong problem-solving skills

- Ability to make sound judgement calls

Responsibilities:

- Oversee a team of customer service professionals and ensure that they provide an exceptional client experience

- Mastermind creative ways to deliver an exceptional client experience

- Develop and oversee the implementation of client service protocols

- Define and communicate customer service standards to the business

- Resolve complex client problems or disputes in a professional manner

- Coach and support team members to help them meet departmental goals

- Keep records and documentation of client interactions for training purposes

- Create monthly and quarterly departmental reports to determine whether KPIs are being met and where there is room for improvement

- Collaborate with internal and external stake holders to successfully drive exceptional client service and flawless execution of client requests, inquiries and transactions.