Team Lead - Client Service - BFSI

Job Title: Client Service Team Lead

Location: Andheri, Mumbai

Reporting to: COO

Job Summary:

- The Client Service Team Lead will be responsible for overseeing the daily operations of the customer support team, ensuring that our customers receive the highest level of service.

- Work closely with other departments to resolve customer issues, develop and implement support strategies, and continuously improve our support processes.

- The role involves mentoring and training team members to develop robust departmental systems, policies and procedures to sustain a high level of service

Key Responsibilities:

Client Service:

- Oversee a team of customer service associates and ensure they are providing an exceptional client experience.

- Drive strategic projects to enhance customer satisfaction through innovation.

- Analyze customer feedback data to identify trends and improve service strategies.

- Design and execute customer service improvement initiatives based on data insights.

- Collaborate with cross-functional teams to resolve complex customer issues efficiently.

- Ensure standard operating procedures are documented.

- Identifying and implementing process improvements to enhance customer experience.

- Interacting and building relationships with partners/clients.

- Staying updated of new technologies and understanding how they can enhance the customer service experience.

- Develop training programs to ensure team adapts to new technologies and practices.

Team Management:

- Train, mentor and provide feedback to team members.

- Identify and address training needs within the team.

- Foster a positive and productive team environment.

- Promote a customer-centric culture within the team.

Qualifications and Skills:

Education:

- A bachelor's degree in business administration (MBA) or marketing or a related field is preferred.

Experience:

- 6 to 8 years of experience in client servicing, customer interaction or a similar role in the financial services industry, particularly within AIFs or asset management.

- Experience in leading and managing team.

Skills:

- Strong experience of handling high net worth individuals, institutional clients.

- Excellent verbal and written communication to clearly convey information, resolve customer issues and maintain positive relationships.

- Strong understanding of financial instruments, portfolio management, and investment strategies.

- Ability to interpret complex customer issues and solution providing approach.

- Excellent interpersonal skills to work with distributors/partners, internal teams, and investors.

Key Competencies:

- Product knowledge, Communication, Empathy, Problem solving, Collaboration, Conflict resolution, Prioritization, Analytical Thinking, Relationship Management People Skills.

- Demonstrate leadership in areas of client service, customer interaction and analyzing customer feedback.

- Spreading awareness about client centric culture within the team.

- Motivating and inspiring team members to achieve high levels of performance.