Customer Service Manager - Coimbatore @ DBS Bank

Key Accountabilities :
Design and implement processes with limited hand offs
Establish sales audit process to capture any mis-selling
Develop MIS to capture all the key drivers as templated
Design and implement training programmes for the team members
Establish WM service as the best in class unit within the target segment
Establish robust indicators to track service delivery

Job Duties & responsibilities :
Develop and monitor service scorecards for the branch
Develop and monitor SLAs with support units for delivering best in class service
Develop and monitor turnaround times for each transaction and institute processes to track and monitor the same
Implement Customer satisfaction surveys and establish the business at one of the best in the industry
Implement training programs for all team members on customer service, contact management
Track end to end Complaint management and resolution and do root cause analysis where required
Work closely with Sales in marketing program to ensure quality customers education process.
Develop training materials and coordinate training for all staff.
Manage KYC and all compliance related processes in the business
To ensure teams compliance with Group Policy and Standards on Money Laundering Prevention or local regulatory requirements for the prevention of money laundering