Associate Leadership Team- Customer Service

About the role

The role will drive superior customer experience through strong service governance, operational excellence, productivity improvement, digital adoption and effective resolution of customer issues.

What you'll do

• Lead the overall Inbound Contact Centre operations, managing high-volume customer calls across trading, demat, investments, transactions
• Own customer email servicing and escalation management , ensuring timely, accurate and effective resolution
• Establish and monitor SLAs, TAT, First Call Resolution (FCR), Average Handling Time (AHT), Service Level, Abandonment, CSAT and NPS
• Lead the customer escalation and complaint-resolution framework , ensuring timely closure and appropriate stakeholder engagement
• Drive root-cause analysis of recurring customer issues and partner with relevant functions to eliminate repeat complaints and contacts

What you need

• Customer service
• Escalation handling
• Complaint handling
• Communication
• Root cause analysis
• Any graduate

Good to have

• Capital markets