Manager - Customer Service - Bank

Manager - Savings Hyderabad (Customer Service & Savings Operations)

Department: Customer Engagement Team

Reporting to: Senior Manager - Customer Services

Job Purpose:

- To manage the Savings operations teams in Hyderabad (customer service and operations) efficiently and meet the needs of the business. Manager needs to ensure that processes are effectively administered according to company policies, SLA's are maintained as defined, provide good customer experience and drive continuous improvement.

- This position contributes ideas to management to solve issues and support strategic delivery of the Bank's short term and long term growth plans.

- This position fosters a strong working relationship within the savings teams in Hyderabad & Bangalore, quality assurance, ops risk, customer relations, compliance, product & proposition, Managers from other departments, department heads and senior management to ensure the highest level of service within Savings operations.

- This position exercises independent judgment that requires sound decisions based on research and factual information with minimum supervision.

Responsibilities:

- Achieve Customer Engagement Team goals and results by using 'best practice' leadership and management principles and ensuring adherence to organizational procedures, policies, and systems.

- Maintain a customer enhancing approach to improve customer satisfaction/service, reduce complaints and improve the overall service proposition

- Develops the job performance standards and goals for all Customer Service Representative to achieve the organization's customer service and retention goals and assist in reaching revenue objectives.

- Develops and implements strategies as appropriate.

- Assist in recruitment and hiring of staff for the Customer Engagement Team and Savings operations as required.

- Responsible for activities linked to Train, coach and manage all Customer Service Representative's in all front-end policies and procedures, including new Customer Service Representatives and cross training of other associates, and conduct monthly customer service audits.

- Lead the Bank's culture to enhance staff engagement, retention and development across Savings Hyderabad. Drive key initiatives and actions which will assist in improvements to the overall GPTW and internal staff survey

- Assists in the development and implementation of 'best practices' processes across the organization to ensure efficiency resulting in reduced costs and improved client service.

- Accountable for the management, guidance and performance of team members across Savings operations Hyderabad.

- Assigns and directs the workflow to ensure excellent service is delivered through appropriate staff planning and scheduling to meet/exceed all of the department's goals.

- Expedite front lines, direct flow of customers, and ensure that each customer receives outstanding customer service by providing a friendly environment.

- Develops a training curriculum and personal development plan for all staff in Savings Hyderabad. Conducts training to achieve goals and service standards.

- Liaise with the Operations Managers and all operations staff to build a team environment between areas in order for better cross training and support to be provided as needed.

- Establish and maintain quantity and quality standards by developing and ensuring to apply the lens of risk, regulatory and compliance with all customer service and process standards through reviews, technical and call observation audits, reports and practices. Provides direct and timely feedback to all staff on results.

- Oversee compliance of Customer Service Representative's with established Company policies and standards, such as safekeeping of Company funds and property, personnel practices, security, sales and record-keeping procedures.

- Help solve problems that affect the service, efficiency, and productivity of the front end.

- Responsible to conduct regular reviews with direct lines and create a challenging environment to achieve company's Mission, Vision & Values.

- Achieves financial objectives by preparing the budget for savings teams in Hyderabad, scheduling expenditures, analyzing variances and initiating corrective action.

- Analyzing, and summarizing data on all facets of the operations and making appropriate recommendations.

- Establishes and maintains timely and thorough reporting to the Management or above on all customer service management facets of the organization.

- Responsible for managing and testing the bank's repatriation process and ensuring transition plans are effective to meet business needs.

- Undertake any other duties commensurate with your job and title and any work assigned to you by the management.

- Lead and contribute towards projects within savings as and when required.

- Work towards building out the Hyderabad site for Savings serving as the key escalation contact for savings staff based in Hyderabad.

- Get involved in communication, coordination and remediation of issues as and when required. Develop a keen understanding of impact and escalation required

- Put the customer at the center of everything we do. Develop a good sense of customer duty always keeping the customer in mind when managing the process.

Experience

- 10 to 12 years' experience is essential

- Excellent communication skills is essential.

Knowledge

- Prior experience in a customer support role

- Basic computer literacy

- Intermediate level skills in Microsoft Word and Excel are essential

- Basic knowledge of UK mortgage and/or Savings products is desirable

- Ability to be sensitive to customer needs based on the situation.

- Strong Banking industry knowledge

- Responsibilities on Information Security Management System (as per ISO 27001 Certification Requirements)

- Ensure strict adherence to company's security policies and procedures (for ex: Password policy, clear screen and clear desk policy, etc.)

- Take ownership of all the assets/information assigned and secure it in compliance with ISO 27001 standard implemented in the company.

- Co-operate and co-ordinate for the internal audits conducted in the company (complying to ISO 27001 standard).

- Report to the Incident Response Manager, any incidents you come across in the office with regard to Security threats like threats to physical asset & stored information or any risks detrimental to the Security Policies of the company, etc.,.

- Responsible to supervise in ensuring that all personnel reporting to you shall observe all Security requirements and be appropriately trained in Security.