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. To manage and drive the customer care team process and champion all customer service relevant projects/ initiatives.
Core Responsibilities:
. Delivery of AOP Disbursement Numbers across Internal Programs by efficiently managing the Contact Centre Team in generating opportunities, following up with Sales team to disburse loans across campaigns, locations.
. Customer request/query/complaint management
o Ensure rightful resolution of customer query and/or request within TAT/SLA
o Drive process improvements to reduce complaints and increase customer delight
o Coordinate and liaison across departments for resolution of complaints
. Call center management
o Monitor customer communication routed through Call center and review service quality of call center vendor
o Conduct periodical updates with respect to policy and process changes with the Call Center
o Efficiently manage / track all Contact Centre metrices to ensure the shop floor is managed with highest level of efficiency.
. Manage communication/system changes having direct customer impact
o Review system/portal changes having impact on customer and monitor and plan all system generated communication to customers
o Manage the operation delinquency voice process
. Team Management
o Ensure manpower planning and team management
o Provide training for the team members and provide process updates and ensure high motivation and engagement levels of team members
o Drive customer centricity and sensitivity across the team
. Build and facilitate business retention process
. Help resolve all audit queries and support business activities(With respect to Customer Communication)
. Provide analysis of reports and records and maintain monthly customer service reports/MIS
Graduate : Yes Desired Experience: 5-110 years of experience in customer service/quality/retail assets
Masters/Postgraduate: Optional
Certifications:
Tata Asset Management Limited (TAM) is the Investment Manager to Tata Mutual Fund. Our origin stems from a much respected and internationally acclaimed industrial house – the Tata Group – whose business philosophy has made our country and its people partners in the wealth creation process. Our heritage invokes "trust" among consumers, employees, shareholders and the community alike. Though a great heritage is obviously something to cherish, we also seek to carry that legacy through a set of well defined and time tested globally accepted business practices. Being part of the Tata group, we are well known for our strong adherence to highest standards of ethics and fairness in all our business dealings.
TAM manages funds across the entire risk-return continuum. These include equity funds, balanced funds and debt & money market oriented funds. The company provides investment management, risk management and advisory services to institutional, intermediary and individual investors.
Job ID: 143912035
