Customer Service Operations Manager

2 weeks ago


Mumbai, Maharashtra, India Tech Mahindra Full time
Role- Manager – BPS Customer service operations

Location- Mumbai (Chandivali)

We are seeking an experienced and dynamic professional for the position of Manager for our customer service Process. The ideal candidate should have a minimum of 12 years of relevant experience in BPS Voice/Non Voice processes. This role requires strong leadership and team management skills, along with a solid understanding of voice/non voice processes in the customer service domain

Key Responsibilities

  • Lead and manage a team for Voice and Non voice, ensuring operational excellence and adherence to quality standards.
  • Oversee day-to-day operations, client relationship management, issue resolution, and process optimization.
  • Utilize extensive experience in Financial Technology BPS Voice and Non voice processes to enhance team performance.
  • Collaborate with cross-functional teams to drive process improvements and meet client expectations.
  • Ensure effective communication within the team and foster a collaborative work environment.
  • Prepare and present for weekly/monthly reviews with internal and external stakeholders

Qualifications and Skills:

  • Minimum 12 years of relevant experience in BPS customer processes – Voice Call Center
  • Graduation.
  • Multi Geo experience preferred
  • Strong team management and excellent communication skills.
  • Comfortable working in Mumbai Chandivali.
  • Strong stakeholder management skills
  • Understanding of Stock Market is preferred.
  • Comfortable working in rotational 14/7 shifts and offs
  • Preferred BFSI customer service experience
  • Pref PNL exposure


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