Customer Service & Operations Delivery Manager - Customer Contact

Join us as a Customer Service & Operations Delivery Manager

• We'll look to you to drive a customer focused culture by developing improvement initiatives to enhance customer satisfaction and improve business efficiency
• Specialising in Customer Contact, you'll be delivering successful and appropriate customer and business outcomes through digital channels in a 24/7 environment
• With no two days the same, you can expect lots of variety as you help us deliver a banking service that's beyond what's expected
• We're offering this role at associate level
  
  

What you'll do

As a Customer Service & Operations Delivery Manager, you'll be providing leadership for escalated incidents and real time issues which impact business performance, making sure root cause analysis is completed to mitigate future risks. You'll also be collaborating with key business stakeholders to input to and understand the business requirements of strategic decisions.

You'll Also Be

• Actively participating in initiatives to improve customer service, processes and procedures
• Listening, learning and acting on customer feedback to create a positive customer experience
• Adhering to regulatory frameworks, policies and procedures
• Ensuring a timely and responsive approach to current and emerging risks
  
  

The skills you'll need

To succeed in this role, you'll need experience of handling complex customer queries in a real-time customer support environment. You'll also need strong communication, interpersonal and people management skills, with the ability to effectively communicate to key stakeholders through both written and verbal communication mediums.

In Addition, You'll Need

• Decision making ability, to provide successful customer outcomes
• The ability to develop and coach others
• The ability to influence continuous improvement in team services, processes and quality
• Overall experience of 7-10 years in customer service/operations.
• Minimum 2 years of Team Leader experience in an International Chat process (preferred) or International Voice process.
• Flexibility to work in a 24x7 environment, including night shifts, weekends, and Indian public holidays, as required by business needs.