Customer Service Manager

Profile – Customer Service Manager Location : Bangalore/Bengaluru Position Title : Asst. Manager / Manager Function : Customer Service Management & Operations Reports to : Regional Director / Vice President Reportees : None Role Context : As a Wealth Management Customer Service Professional, you will provide industry leading service & wealth management solutions to our clients. You will be part of a high capability team located across multiple cities working together to provide a high standard of care to clients and Relationship Management team. Role & Responsibilities: • Provide world-class customer service to both internal and external clients in all interactions, striving to exceed client expectations • Process and follow-up on service requests to ensure execution in a timely manner • Set appropriate timeline expectations for requests and follow-up within that time frame when necessary • Ability to handle a high volume of requests in a fast-paced environment • Effectively navigate Company's systems and resources for all workflow processing and client requests • Apply verification policies and procedures for all clients to avoid identity theft and fraudulent activity • Keep current on regulatory Compliance and company guidelines and apply to all activity to ensure risk mitigation • Risk recognition and mitigation, strong adherence to set processes including ensuring a deep understanding of and adherence to all policies and procedures. Uphold requirements of the Quality Assurance guidelines. • Adhere to all company processes and policies, regulatory compliance and carry the organisation's brand through developed functional and behavioral skills • Work with your line manager and HR to identify personal development and training needs • Other duties as assigned by your supervisor Skills and Qualification • Graduate/Post-graduate qualification would be preferred in Wealth/ Private Banking • Excellent written and oral communication skills • Decision making skills with strong sense of ownership and ability to work under pressure • Strong Teamwork and Collaboration • Take ownership – research, diagnose, troubleshoot, and identify solutions to resolve any issues • Strong process knowledge of the function Competencies Passion : Constantly raises the bar for self & team, has a strong execution bias, takes initiatives even in the face of significant difficulties Customer First : Leverages every customer interaction as an opportunity to make an impact, consistently seeks to understand customer needs, is accessible and responsive Compliance with Conscience: Own norms are aligned with Organizational code of conduct & regulatory norms, consistently sets example by own conduct, always checks on grey areas with relevant authority Reports to: Regional Director/Vice President Educational qualification: Graduates with 2 to 5 years of relevant work experience MBAs with 1 to 5 years of relevant work experience Compensation Range: Fixed : INR 3 Lac to INR 6 lac depending on experience Variable : Annual Performance Based Bonus