IARC - Manager - Customer Support Operations

Job description - Immediate joiner - Email support

Job Title - Operations Manager

Job Summary:

- We are looking for motivated and performing candidates to be part of the team.

- As an organization we believe in customer centric approach while engaging with the customers even if it is for recovery of outstanding dues.

Responsibility:

- Developing and implementing formats that ensure no errors.

- Ensure reduction in complaints and errors by conducting root cause analysis (RCA's).

- Development and regular maintenance of Standard Operating Procedures (SOP's).

- Spearhead in designing quality framework for front end and back-end operations.

- Tracking and closing all customer request within Service Level Agreement (SLA).

- Timely reporting of Internal MIS, ad-hoc data/ information & analysis.

- Implementation and maintenance of Quality Standards for all channels of customer communication.

- Responsible to conduct training sessions for new joiners and existing team members

- Responsible for monitoring & assessing the Quality, Turnaround and publish the report / dashboards to senior Management.

- Candidate should be able to drive the teams for achievement of better Quality & TAT.

- Develop & sustain a culture of continuous improvement through practices like Lean & Six Sigma to promote & implement best practices for all processes.

- Ensure successful rollout of all projects and processes.

- Ensure automation requirement are identified & carried out.

- Work with various heads to drive collection.

- Responsible to identify process improvement area and will also be responsible for implementation of the same & carry out as projects.

- Should have capability to interact with Peers from the teams / cross functional & Senior Management.

Desired Candidate Profile:

- Minimum graduate, master's degree in a related field will be an added advantage

- Experience of 2 - 5 years in Retail Banking; preferably in Loan Servicing

- Good time management skills, selling skill, Interpersonal and communication skills,

- Well versed with English and local Language.

- Excellent communication skills (both verbal & written) with an ability to listen & respond to Customer.

- Proficient in data analytics and insights

About IARC:

- International Asset Reconstruction Company (IARC) is a pioneer in the field of distressed debt resolution and is one of the earliest ARCs (Asset Reconstruction Companies) in India.

- With its strong franchise in distressed debt resolution, the company has established itself as one of the leading players in the industry.

- What sets IARC apart from other ARCs in India is its deep capability for managing retail portfolios.

- Overall, IARC is a company that is driven by excellence and is committed to providing its employees with the best working environment and growth opportunities.

- With its deep expertise in managing distressed debt and retail portfolios, the company is well-positioned to continue to grow and succeed in the years to come.

Other Information:

- We are an equal opportunity workplace and are an affirmative action employer.

- We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status and we do not discriminate on the basis of such characteristics, or any other status protected by the laws or regulations in the locations where we work.

- This job description has been designed to indicate the general nature and level of work performed by employees within this classification.

- It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

MUST REQUIRED

We need immediate joiner with experience of email customer support

Work Location: Andheri (East), Mumbai 400 093