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)
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