Senior Manager - Customer Service
4d ago
source : Shine

Senior Manager, Customer Service

We re looking for someone who will proactively resolve people issues and ensure that attrition is well below the defined target Leading operations and spearheading processes for excelling business targets for the Business Unit


  • Meet all people management metrics : Responsible for Attrition, Manpower requirement, Capacity planning,
  • Utilization and Scheduling, productivity per person, Monitoring, Time management, SU, SOW, BCP, Reports, Dashboards, other deliverables as required
  • Implementing short / long term plans for achievement of process objectives.
  • Driving Continuous Improvement Initiatives
  • Develop and implement measurement systems and provide insightful analytics around the metrics.
  • Deep technical expertise and data orientation in Controllership, Management Information System and Service Delivery
  • Communicate with the customer on a regular basis to discuss operational issues and CTQ delivery, Raise issues proactively &
  • build relationship, Understand customer issues proactively, fix to get the Set goals for the team and communicate goals on a regular basis

  • Coach & mentor people Motivating team with excellent people touch
  • Productivity and Process Transformation commitment and upstream improvement opportunities using Lean Six Sigma.
  • Qualifications we seek in you Minimum qualifications

  • Graduate (with any discipline)
  • Preferred Qualifications

  • MBA Preferred
  • Relevant experience in Inbound customer service
  • Banking background in cards and retail banking will be an added advantage
  • Excellent interpersonal & Management skill
  • Ability to work & communicate with people across organizational unit
  • Excellent analytical skills with ability to problem solving
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