Ro:rl - Regional Customer Service Manager (15h Left)

6 days ago

Chennai Tamil Nadu, India Axis Bank Full time

Name of unit Retail Assets Operations INTERNAL USAGE No of Vacancies 1 Reports to Is a Team leader N Team Size Grade Manager Senior Manager Business Retail Operation Department Retail Operation Sub-Department RL - Operations Location Name of Unit Retail Assets Operations Role Regional Customer Service Manager Key Responsibilities Monitor all the metrics of Customer Service for all the Loan Centers covered in the geography handle Promote reduction of NFTR at Loan Centers Monitoring Net Promoter Score Process Health Assessment Service Quality Audit and Five S Implementation at the Loan Centers Work towards achievement of Customer Service Championship by all the centers in geo Monitor escalations Root Cause Analysis and take steps for reduction of Complaints Promoting Service to Sales Cross Sell at Loan Centers and ensure targets achievement Training to staffs handling Customer Service Ensuing compliance of regulator s as well bank s policies Contribute to Bank by process improvements introduction of new process project initiatives on basis Customer feedback complaints Qualifications Optimal qualification for success on the job is Post-graduation Graduation from a recognized institute Role Proficiencies For successful execution of the job the candidate should possess the following Knowledge of banking products and services Knowledge of regulatory guidelines and norms Good communication both verbal and written skill in both English and the local language Ability to manage complex client situations Ability to manage risk and uncertainty for self and team within a dynamic priority-setting environment Ability to handle pressure and meet deadlines Skills Refer to the About Company Axis Bank is the third largest private sector bank in India The Bank offers the entire spectrum of financial services to customer segments covering Large and Mid-Corporates MSME Agriculture and Retail Businesses The Bank has a large footprint of 4 594 domestic branches including extension counters with 11 333 ATMs 5 710 cash recyclers spread across the country as on 31st March 2021 The Bank has 6 Virtual Centres and has over 1500 Virtual Relationship Managers as on 31st March 2021 The Overseas operations of the Bank are spread over eight international offices with branches at Singapore Dubai at DIFC and Gift City-IBU representative offices at Dhaka Dubai Abu Dhabi Sharjah and an Overseas subsidiary at London UK The international offices focus on Corporate Lending Trade Finance Syndication Investment Banking and Liability Businesses

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