
Customer Service Manager
3 days ago
Job Title:
HO Coordination Executive / Branch Query Coordinator
Location Mumbai
Reports To: Manager / Head Operations
Job Purpose:
To act as the central point of contact at the Head Office (HO) for receiving, tracking, and resolving queries from branches by liaising with relevant departments, ensuring timely communication, and maintaining smooth interdepartmental coordination.
Key Responsibilities:
Query Management & Resolution
Receive and log all queries, requests, and escalations from branches.
- Route queries to the relevant HO departments for resolution.
- Track the status of all open queries to ensure timely closure.
Follow up with departments to meet agreed turnaround times (TAT).
Interdepartmental Coordination
Serve as the communication bridge between branches and HO departments (Operations, Accounts, Compliance, IT, HR, etc.).
Schedule and coordinate cross-functional discussions when multiple departments are involved in a query.
Documentation & Reporting
Maintain a structured query tracker with status updates.
- Prepare and circulate periodic reports on query volumes, resolution times, and common issues to management.
Highlight recurring issues for process improvement initiatives.
Communication & Support
Provide timely updates to branches regarding the status of their queries.
Ensure communication is clear, professional, and solution-oriented.
Process Improvement
Identify bottlenecks and suggest improvements to reduce recurring queries.
- Assist in creating branch-facing FAQs, process notes, and knowledge-sharing documents.
Key Skills & Competencies:
- Knowledge of Equity and commodities Risk Management will be a plus point
- Strong coordination and multitasking skills.
- Excellent written and verbal communication abilities.
- Proficient in MS Office (Excel, Word, Outlook) and query tracking tools.
- Ability to work under pressure and meet deadlines.
- Problem-solving and follow-up skills.
- Positive attitude with a service-oriented approach.
Qualifications & Experience:
- Bachelor's degree in Business Administration, Commerce, or related field.
- 2–4 years of experience in operations coordination, branch support, or similar role.
- Prior experience in BFSI / Retail / Multi-branch operations preferred.
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