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
