Cluster Manager - Customer Service Operations

Sky Service CCU - Cluster Manager-Sky Channel-Customer Service

The Customer Correspondence Unit (CCU) and Social Media team is responsible for responding to customer emails and social media comments on various platforms.

• Responsible for management of the Correspondence & Social Media teams for Liabilities, Cards and Asset Businesses
• Partnering & collaborating with sponsoring business Verticals for new mandates
• Meeting Budgeted Productivity and Cost to Income ratios as per Service level agreements with Principals.
• Meeting benchmark Quality and Service levels at a Unit level.
• Ensure strict adherence to the internal control & monitoring processes for ensuring timeliness, quality and standards as per the bank requirements.
• Graduate or MBA
• Experience in Customer Service atleast 5 yrs+, with an overall experience of around 12-15 years
• Contact center exposure in a banking / credit cards skill preferred.
• Advanced  people management and leadership skills
• Broad product and industry awareness
• Ability to persuade, influence and negotiate effectively at all levels within the organization.
• Excellent sales track record for liability, asset and TPP sales through different channels.
• Good communication & Interpersonal Skills.
• Eye for details.
• Presentation skills

Job Description