Job Title :Manager - Sr. Manager Client InsightLocation : KolkataQualification : Post Graduate Diploma in Customer Relationship Management (PGDCRM) or
Masters in Business
Total Experience : 10- 12 years
Experience: 5 to 7 Years in Customer Care and Financial Services Industry.
...
Skills: Standard knowledge in Excel and Good Communication skills. JOB PROFILE1. Leading the Customer Insight team. Will be custodian of CGRM (Customer
Grievance Redressal Mechanism).
2. Custodian of Customer Grievance Redressal Committee.
3. Ensuring TATs are met as per the RBI & MFIN Guideline.
4. Ensuring the following are updated as per the MFIN & RBI guidelines: -
a. Customer Grievance Redressal Policy.
b. Standard Operating Procedure
c. CGRM
5. Will be responsible for maintaining the ideal productivity of the Client insight
team.
6. Should maintain the quality score of the Client Insight team
7. Will be responsible for capacity building and upskilling of the Client Insight
team.
8. Responsible for on-time publication of all the reports related to the Client
Insight team to all stakeholders including board members.
9. Work closely with the Product team & another internal team to get customer
insights related to product & process.
10. Responsible for conducting an Outbound survey. Ensuring the outbound
process is aligned to get satisfactory insights from the customer on time.
show more
Job Title :Manager - Sr. Manager Client InsightLocation : KolkataQualification : Post Graduate Diploma in Customer Relationship Management (PGDCRM) or
Masters in Business
Total Experience : 10- 12 years
Experience: 5 to 7 Years in Customer Care and Financial Services Industry.
Skills: Standard knowledge in Excel and Good Communication skills. JOB PROFILE1. Leading the Customer Insight team. Will be custodian of CGRM (Customer
Grievance Redressal Mechanism).
2. Custodian of Customer Grievance Redressal Committee.
3. Ensuring TATs are met as per the RBI & MFIN Guideline.
4. Ensuring the following are updated as per the MFIN & RBI guidelines: -
a. Customer Grievance Redressal Policy.
b. Standard Operating Procedure
c. CGRM
5. Will be responsible for maintaining the ideal productivity of the Client insight
team.
6. Should maintain the quality score of the Client Insight team
7. Will be responsible for capacity building and upskilling of the Client Insight
team.
8. Responsible for on-time publication of all the reports related to the Client
Insight team to all stakeholders including board members.
...
9. Work closely with the Product team & another internal team to get customer
insights related to product & process.
10. Responsible for conducting an Outbound survey. Ensuring the outbound
process is aligned to get satisfactory insights from the customer on time.
show more