Service & Control manager recruitment in Mumbai All, Mumbai, Navi Mumbai - bank of baroda

Position- Services and Control Manager

Age Criteria  Min - 32 Yrs

Max - 42 Yrs

Education Qualification:

 Graduate from Government recognized University or Institution.

Experience Criteria  Minimum 8 years of experience in building and managing a Customer

service channel and/or technical support organization

 Proven ability to motivate and focus a team and to develop individuals

 Hands-on experience of implementing technology products for use by

external customers

 Enthusiastic and creative leader with the ability to inspire people

 Ability to drive customer renewals and customer success

 Ability to create a performance and metrics focused culture

 Strong oral and written communication skills

Responsible for  Recruiting, training, managing and retaining a team of service executives

dedicated to servicing clients

 Defining, directing and implementing customer support through various

channels (like email, phone support) & experience strategy.

 Overseeing the day-to-day operations of pan country customer service

channel including transaction monitoring, customer escalation and complain

resolution etc.

 Taking charge of all operational results in terms of customer satisfaction,

expenses, budget, performance standards/metrics, services, programs and

employees of the Customer service

 Spearheading product / process training piece for all client service executives

 Driving activation on new clients onboarded through measurable vectors

thus attaining higher activated client base

 Serving as escalation point for customer issues ensuring they are resolved as

quickly and efficiently as possible, leveraging resources across the company

as necessary.

 Own the Knowledge repository including regular feature updates, review of

existing knowledge base etc.

 Use quantitative and qualitative analysis to drive operational excellence in

the areas of customer engagement

Nature of

Employment

On the payroll of the Bank

Contract Duration -5- Years