Unit Head- Customer Serviice Desk| Chennai

18 hours ago

Chennai, Tamil Nadu, India CSB Bank Full time ₹ 20,00,000 - ₹ 25,00,000 per year
Description
  1. The Unit Head leads the Customer Service Desk, ensuring seamless and high-quality service delivery to non-retail clients. 
  2. This role is critical in managing stakeholder expectations, coordinating across departments, implementing customer-centric solutions, and ensuring overall customer satisfaction.
Responsibilities

Managerial Responsibilities:

Ensure training, motivation, and performance management of the Customer Service Desk team.

Functional Responsibilities:

  1. Lead the Customer Service Desk team to manage and resolve all customer service requests and complaints.
  2. Act as a single-point contact for key non-retail customers and ensure service expectations are met or exceeded.
  3. Govern the entire lifecycle of service delivery including onboarding support, transaction assistance, escalations, and issue resolution.
  4. Ensure timely resolution of inquiries related to accounts, banking products, CMS, and custom offerings.
  5. Liaise with Relationship Managers, Business Teams, Central Ops, Branches, IT, and Vendors for end-to-end execution.
  6. Lead CMS implementation projects and ensure efficient coordination and solutioning.
  7. Define, monitor, and improve SOPs for service desk performance, including MIS, process adherence, and customer charging mechanisms.
  8. Ensure service quality through regular audits, customer feedback loops, and performance dashboards.
  9. Manage vendor relationships and ensure SLAs are met for outsourced service requirements.
Qualifications

Graduate/ MBA

Min Exp: 10 years

Max Exp: 15 years

10+ years of banking operations experience, preferably with exposure to liability products and non-retail customer servicing. 

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