Senior Manager - Complaints & Automation

Objective
Responsible for working towards reduction/elimination of customer complaints and managing Ops automation for customer service platforms
Key Responsibilties
Manage a team of experts in handling the complaints process efficiently
Manage process budget and track expenses
Work towards reducing customer complaints by reviewing processes, identify & fixing gaps
Ensure closure of customer complaints within agreed TAT, to achieve customer satisfaction level along with ensuring that the responses to regulatory authorities are closed in a timely manner
Highlighting process performance to Senior Management
Ensures departmental standards for Quality, Variability and Efficiency are met or exceeded
Give subordinates opportunity to develop their own expertise and delegates effectively to ensure shared responsibility for work output
Drives process improvement within the Business units by implementing new ideas/ concepts
Work towards improvement of digital service platforms for customer interaction, such as IVR, Chat & Voice BOT
Work towards increasing customer interaction on digital channels
Performing the role of Nodal Officer for RBI for Mumbai zone
Need to Have Areas
Proficiency in MS Office (Excel, Word and PowerPoint) required
Should have initiated various activities /projects which has made significant impact in the process organization
Excellent Communication and influencing skills, in person and in writing
Excellent organizational and leadership skills with a problem-solving ability
Experience in customer service is required