Job Description

Sector Experience Required: Banking / Financial Services / Insurance / Mutual Funds
Functional Area: Financial Services, Banking, Investments, Insurance
Role: Customer Service Manager (Female Candidates Preferred)

Key Responsibilities:
Operational Governance:
? Ensure adherence to all operational processes to prevent operating losses and fraud.
? Monitor and track customer complaints and queries, ensuring timely resolution to
enhance customer satisfaction.
? Accurately and promptly process customer instructions.
? Maintain strict compliance with KYC norms.
? Uphold standards to meet company audit requirements.
Customer Experience Management:

? Deliver high-quality customer service consistently.
? Manage customer relationships effectively by monitoring customer engagement and
implementing retention strategies.
? Minimize rejections and complaints through proactive customer service measures.
? Organize regular customer meetings to enhance engagement.
? Handle customer queries and resolve complaints promptly.
? Lead initiatives to improve service quality and streamline operations, reducing customer
issues.
? Conduct customer visits as per the prescribed call frequency.
This role requires a proactive individual capable of managing customer service operations in the
banking and financial services sector, focusing on enhancing customer satisfaction and
operational efficiency.