Job Description

Group Company: AU Small Finance Bank Limited

Designation: Customer Service Manager

Office Location:

Position description: #*Position description*#

Primary Responsibilities: #*Primary Responsibilities*#

Additional Responsibilities: #*Additional Responsibilities*#

Reporting Team

Reporting Designation: #*Reporting Designation*#
Reporting Department: #*Reporting Department*#

Educational Qualifications Preferred

#*Education and Experience*#

Category: #*Category*#
Field specialization: #*Field specialization*#
Degree: #*Degree*#
Academic score: #*Academic score*#
Institution tier: #*Institution tier*#

Required Certification/s: #*Required Certification/s*#

Required Training/s: #*Required Training/s*#

Required Work Experience

Industry: #*Industry*#
Role: #*Role*#
Years of experience: #*Years of experience*#

Job Brief:- AU Small Finance Bank Limited is seeking a seasoned professional to lead and enhance our customer service operations within the Operations and Services department. This role demands a strategic leader with extensive experience in financial services customer management, responsible for driving customer satisfaction, operational efficiency, and team performance. The ideal candidate will oversee the development and implementation of customer service policies, manage escalations, and collaborate cross-functionally to ensure seamless service delivery aligned with the bank's commitment to excellence and regulatory compliance.

Responsibilities:-

Develop and implement comprehensive customer service strategies to improve customer satisfaction and loyalty in alignment with the bank's objectives.
Lead, mentor, and manage the customer service team to ensure high performance, professional development, and adherence to service standards.
Monitor and analyze customer service metrics and feedback to identify trends, areas for improvement, and implement corrective actions.
Handle complex customer escalations and resolve issues promptly while maintaining a positive customer experience.
Collaborate with cross-functional teams including operations, compliance, and product development to streamline processes and enhance service delivery.
Ensure compliance with regulatory requirements and internal policies related to customer service and data protection.
Design and conduct training programs to enhance the skills and knowledge of customer service representatives.
Manage resource allocation and budgeting for the customer service department to optimize operational efficiency.
Drive continuous improvement initiatives by leveraging technology and innovative solutions to enhance customer interactions.
Prepare and present regular reports on customer service performance and improvement plans to senior management.

Skill:-

Customer Relationship Management (CRM)
Team Leadership and Development
Customer Escalation Handling
Regulatory Compliance in Financial Services
Data Analysis and Performance Metrics
Process Improvement and Optimization
Conflict Resolution
Training and Development
Budget Management
Cross-functional Collaboration

Preferred Qualifications:-

Bachelor's degree in Business Administration, Finance, or a related field; Master's degree preferred.
Minimum of 7 years of experience in customer service management within the financial services industry, with proven leadership capabilities.
Strong understanding of banking products, regulatory environment, and customer service best practices.
Experience with CRM systems and customer service analytics tools.
Demonstrated ability to manage large teams and complex customer service operations.
Excellent communication, problem-solving, and conflict resolution skills.
Certification in customer service management or related professional development courses is an advantage.

Key Performance Indicators: #*Key Performance Indicators*#

Required Competencies: #*Required Competencies*#

Required Knowledge: #*Required Knowledge*#

Required Skills: #*Required Skills*#

Required Abilities

Physical: #*Physical*#
Other: #*Other*#

Work Environment Details: #*Work Environment Details*#

Specific Requirements