Sky Service CCU - Cluster Manager-Sky Channel-Customer Service

The Customer Correspondence Unit (CCU) and Social Media team is responsible for responding to customer emails and social media comments on various platforms.
Responsible for management of the Correspondence & Social Media teams for Liabilities, Cards and Asset Businesses
Partnering & collaborating with sponsoring business Verticals for new mandates
Meeting Budgeted Productivity and Cost to Income ratios as per Service level agreements with Principals.
Meeting benchmark Quality and Service levels at a Unit level.
Ensure strict adherence to the internal control & monitoring processes for ensuring timeliness, quality and standards as per the bank requirements.
Graduate or MBA
Experience in Customer Service atleast 5 yrs+, with an overall experience of around 12-15 years
Contact center exposure in a banking / credit cards skill preferred.
Advanced people management and leadership skills
Broad product and industry awareness
Ability to persuade, influence and negotiate effectively at all levels within the organization.
Excellent sales track record for liability, asset and TPP sales through different channels.
Good communication & Interpersonal Skills.
Eye for details.
Presentation skills

Job Description