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Mashreq Corporate & Investment Banking Group

Team Leader.Client Experience and Conduct-Customer Service

Mashreq Corporate & Investment Banking Group
Bengaluru, India
Fresher
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  • Posted 25 days ago
  • Be among the first 10 applicants
Early Applicant

Job Description

Key Responsibilities

  • Team Management:
    • Lead, motivate, and manage a team of email support agents.
    • Allocate workload and monitor performance to ensure SLAs and KPIs are met.
    • Conduct regular team meetings, coaching, and performance reviews.
  • Operational Excellence:
    • Ensure all customer emails are responded to within defined timelines and quality standards.
    • Monitor queues and prioritize tasks to maintain service efficiency.
    • Implement best practices for email communication and tone consistency.
  • Quality & Compliance:
    • Maintain compliance with Mashreq Bank policies, regulatory requirements, and data security standards.
    • Conduct quality checks and audits on email responses to ensure accuracy and professionalism.
  • Customer Experience:
    • Drive initiatives to enhance customer satisfaction and reduce response time.
    • Handle escalated cases and resolve complex queries promptly.
  • Reporting & Analytics:
    • Prepare daily, weekly, and monthly reports on team performance, SLA adherence, and productivity.
    • Analyze trends and recommend process improvements.
  • Collaboration:
    • Work closely with other support teams and departments to ensure seamless customer service.
    • Liaise with IT and process improvement teams for automation and efficiency enhancements.
Key Skills & Competencies

  • Strong leadership and people management skills.
  • Excellent written communication and email etiquette.
  • Ability to manage high-volume email queues effectively.
  • Analytical mindset with proficiency in MS Excel and reporting tools.
  • Knowledge of banking products and services (preferred).
  • Problem-solving and decision-making abilities.

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
Customer Support
Employment Type:
Full time

Job ID: 133580283

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Last Updated: 21-12-2025 07:55:12 PM
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