AddressRole: Consumer Operations Management
Roles Responsibilities:
Operational:
- Monitoring of the complaint resolution process and ensuring compliance to TAT.
- Improve customer service experience by taking ownership of customers issues and following problems through to resolution.
- Facilitate the co-ordination with other departments within the Operations units.
- Manage the process documentation and updation of the same.
- Keep accurate records and document customer service actions and discussions.
- Keep oneself ahead of industry s developments and apply best practices to areas of improvement.
Control Risk Management
- Track the resolution process through MIS and ensure that there are no deviations from the SLA set.
- Manage the Internal Audit and Regulatory inspections.
- Ensure compliance with other Regulatory requirements.
- Work towards publishing timely reports to the regulator and internal auditors.
Vendor Management:
- Review vendor KPIs and KRAs and work along with them to improve the process.
- Adherence to vendor governance policies and processes.
- Track productivity, attendance, and other key metrics to ensure optimum performance and utilization.
Experience and Skills:
- 2-16 years of experience in BFSI domain in customer service, complaints management, and grievance redressal teams.
- Having previous experience of vendor management and governance
- Familiarity with Microsoft Office Suite - Word, Excel, PowerPoint, etc
- Bachelors Degree in appropriate field of study and equivalent work experience Familiarity with
- Flexibility to travel as needed.
- Executive presence and assertiveness.
- Self-starter, ability to work independently, handle ambiguous situations and exercise judgement in variety of situations.
- Strong communication, organizational, verbal written skills.
- High degree of responsibility and ownership, strong multitasking, coordination and tenaciously looking for ways to get results
