Ro:rl - Operation Customer Service Team - Retail - Mumbai, Maharashtra, India - Axis Bank
Description
About Retail Lending:
The Retail Lending department focuses on the lending business of the bank by offering various loan products like Home Loans, Car Loans, and Personal Loans among others.
About the Role:
The Customer Service team is responsible for servicing customers across channels and processes for Retail Assets and Credit Cards within Lending and cards businesses.
Key Responsibilities
- Ensure Delivery of the Customer Service goals identified for the year.
- Ensure continuous improvement in performance of service delivery across channels, processes and people.
- Manage all customer service metrics pan India
- Prepare MIS and dashboarding, with data analytics to cull insights, to drive decision making and identify new opportunities.
- Manage complaint TAT
- Ensure Process adherence on the various CTST as defined in SOP and Process Improvements
Qualifications:
Optimal qualification for success on the job is:
- Graduate / Post graduate in Management.
Role Proficiencies:
- Working knowledge of Retail Assets Business and handling Customer Service.
- Knowledge of regulatory requirements people and business related
- Innovation
- Business acumen
- Customer Focus
- Planning and Organizing
- Result orientation
- Decision taking
- Communication
- Interpersonal skills and team effectiveness
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