Regional Customer Service Manager - Retail Asset Products

Regional Customer Service Manager-Product-Support-Service - Non Branch Banking Base Location : Mumbai Role - Regional Manager - Customer Service (Maharastra) Grade : M5 Key Responsibilities Lead and supervise a team of approximately 22 Customer Service Officers and 2 Area Supervisors responsible for servicing Retail Asset customers. Ensure timely resolution of customer service requests and complaints, including those raised through channel partners, within defined turnaround times (TATs). Manage end-to-end complaint resolution and detractor feedback closure, ensuring customer concerns are effectively addressed and insights are used to improve service delivery. Monitor the quality and accuracy of service request handling and customer communication, identifying errors and implementing corrective actions. Drive customer satisfaction by ensuring consistent service standards and seamless customer experience. Conduct regular performance reviews, provide coaching and feedback, and support team members in achieving their KRAs and development goals. Ensure optimum team staffing and productivity through effective workforce planning and resource management. Facilitate training, certification, and skill development initiatives to enhance team capability and performance. Build strong coordination with internal stakeholders to ensure timely closure of customer requests and escalation management. Track and analyze service MIS, identify trends, and recommend process improvements to enhance efficiency and customer satisfaction. Implement best practices and continuous improvement initiatives to strengthen service delivery and operational excellence. Implement Service-to-Sales initiatives to identify and convert customer service interactions into business opportunities. Job Requirements Strong leadership and people management skills with the ability to motivate and develop high-performing teams. Customer-centric mindset with a strong sense of ownership and accountability for issue resolution. Proven ability to manage customer complaints and service requests through to successful closure. Strong stakeholder management and cross-functional collaboration skills. Excellent analytical, problem-solving, and decision-making abilities. Focus on achieving service quality, productivity, and customer satisfaction targets. Proficiency in MS Excel, Word, and PowerPoint. Experience in MIS reporting, performance tracking, and service operations management. Knowledge of Asset products such as Home Loans, Loan Against Property (LAP), and Personal Loans preferred. Experience: >10 years in customer service, retail asset operations, or complaint management, with prior team handling experience preferred. Experience Level Mid Level