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Cluster Manager - Customer Care

Bangalore, Karnataka

Ujjivan Financial Services Pvt. Ltd.

Job Description

Responsible for implementation and monitoring customer care and support program for 15+ branches through Customer Care Representatives (CCR) for delivering seamless customer experience
Implement customer retention programs through CCRs
Responsible for implementing customers life events management framework at a cluster of branches
Review and closure of customer complaints received through CCRs at branches
Track / participate in Branch level customer service committee meetings
Assist in CSAT surveys, mystery shopping
Responsible to conduct customer service audits of branches
Monitoring BC outlets & ATMs on customer service aspects, feedback and complaints
Responsible for recruitment, training, onboarding and performance management of CCRs
Staff training on customer service, SQ programs and FPC


Financial / Business:

Achieve targeted customer retention rates through CCRs and other branch level SQ programs, ensure CCRs will report customer exit reasons accurately
Implement service quality programs to achieve targeted Average Number of Products per Customer and New Customer Acquisition ratios

Customer Service:

Customer Experience Management:

Educate CCRs on customer support and positive interactions which are empathetic, respectful, courteous and handholding
Ensure customers are offered services with best in the industry experience, quick & hassle free
Ensure effective mechanism for handling customer concerns/requests around product queries and banking transactions
Responsible to monitor customer life events management initiatives, track exceptions and close the gaps, educate CCRs on such gaps and suggest corrective actions
Constantly review quality and appropriateness of customer interactions at branch and BC touch points, recommend process corrections for controlling negative customer experience
Review physical facilities and infra available at branches for walk-in customers (especially for senior citizens and disabled), report to admin team on any inadequacies thereof

Customer Care Representatives:
Responsible to manage 15+ CCRs at a cluster of branches, from the recruitment stage to, onboarding, training, performance management and retention of CCRs
Regular review of CCRs performance and feedback for improvement
Ensure CCRs are aligned to their core job roles and expectations
Assist CCRs to achieve service quality targets, identify opportunities for strengthening CCR program
Ensure periodic training programs for CCRs on their responsibilities as a backup for the cashiers in select areas.

Grievance Resolution & Fair Practices Code:

Implement guidelines of RBI & Indian Banks Association (IBA) on customer service
Ensure effective functioning of customer complaint resolution mechanism at branch level by CCRs
Escalate customer complaints related to ATMs and BC outlets
Review and closure of customer complaints received by CCRs at branches, educate CCR on complaint resolution process and escalations management
Verify and ensure branch display of all mandatory disclosures to customers and complaint registers, suggestion boxes are in place
Ensure all branches of reporting cluster will conduct mandatory monthly branch level Customer Service Committee meeting - grievance redressal day.
Participate in branch level customer service committee meetings, provide feedback for service improvements and consolidate/report customer recommendations received from these meetings

SQ Rewards & Recognition Programs:

Ensure publicity and employee awareness on SQ rewards and recognition (RnR) programs
Motivate branch and cluster level staffs to identify and nominate suitable staffs for SQ RnR

Quality Assurance, Efficiency & Service TAT monitoring:
Conduct periodical customer service audits for branches, ATMs and BC outlets of a cluster and submit consolidated checklists / reports to RSQM
Assist SQ team to execute various customer satisfaction feedback surveys (CSAT), Mystery shopping & Service Audits through CCRs

Internal Process:
Service Quality Trainings
Conduct basic training for new CCRs and periodical refreshers
Assist in delivery of role based SQ trainings on mindset change, customer services, soft skills life events management and fair practices code

Human Resource & People Management:

Assist RSQM and HR in timely recruitment of CCRs
Performance management and feedback for reporting CCRs
Ensure team work, coordination, discipline and customer/branch connect
Leave management of team

Learning & Performance:
Maintain adequate knowledge of company products, services & processes
Develop basic understanding of core banking solutions, mobility platforms and CRM solution
Develop awareness of standards and best practices of peers in the local banking sector
Constantly upgrade training skills
Maintain complete knowledge of various guidelines from regulators on customer service, grievances redressal, KYC/AML norms etc
Ensure adherence to training man-days/ mandatory training programs for self / CCRs
Ensure goal setting, mid-year review and performance appraisal processes are completed within specified timelines.

Company Description

There were many microfinance institutions active in rural India, but very few served... India’s urban population. To bridge this gap, Ujjivan focused on the urban poor. This is a fast growing segment that is relatively new to India’s microfinance industry. Our surveys and interaction with the urban poor show that they are exposed to enormous contingencies and are required to share their meagre resources with neighbors, friends, relatives and colleagues. Hence, there is a tremendous amount of bonding and affinity among them. We have also found that, contrary to popular belief, the urban poor are a stable population. Therefore, the significant difference between the urban and rural population is the lack of time and availability of space in cities.  Read full description

Additional Information

Last updated:
Job type:
Full time
Position type:
Minimum experience:
Between three and five years
Compulsory Education
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