Senior Manager - Complaints & Automation

ObjectiveResponsible for working towards reduction/elimination of customer complaints and managing Ops automation for customer service platformsKey ResponsibiltiesManage a team of experts in handling the complaints process efficientlyManage process budget and track expensesWork towards reducing customer complaints by reviewing processes, identify & fixing gapsEnsure closure of customer complaints within agreed TAT, to achieve customer satisfaction level along with ensuring that the responses to regulatory authorities are closed in a timely mannerHighlighting process performance to Senior ManagementEnsures departmental standards for Quality, Variability and Efficiency are met or exceededGive subordinates opportunity to develop their own expertise and delegates effectively to ensure shared responsibility for work outputDrives process improvement within the Business units by implementing new ideas/ conceptsWork towards improvement of digital service platforms for customer interaction, such as IVR, Chat & Voice BOTWork towards increasing customer interaction on digital channelsPerforming the role of Nodal Officer for RBI for Mumbai zoneNeed to Have AreasProficiency in MS Office (Excel, Word and PowerPoint) requiredShould have initiated various activities /projects which has made significant impact in the process organizationExcellent Communication and influencing skills, in person and in writingExcellent organizational and leadership skills with a problem-solving abilityExperience in customer service is required