Ensure 100 % efficiency in tracking terminal movement. Ensure that are terminal movement are appropriately are updated in the system in Location/Regions.
Ensure Version control and all terminals are deployed with appropriate application.
Working in close Coordination with Sales unit and ensure appropriate Inventory management for timely installation and closure of service calls
Manage the process of charge back and Retrieval end to end.
All dispute are being monitored for closure within the stipulated time period of franchisees
95% of both chargeback and Retrieval to be closed as response
Act as a single point of contact for all complaints for merchant service team for the Location/regions
Monitor closure for all escalated complaints logged through all touch points like MD, PNO, BO etc. All complaints to be closed within 24 hours
Regular MIS to all stake holder to ensure update timely closure
Review quality of closure and response being sent to merchants for complaints
All service calls to be closed within the benchmark set by the management.
Is responsible for all aspects of Service desk operation.
Ensure that all queries raised by merchants are logged as per the set process and resolved within the set TATs.
Service Manager will plan, direct and coordinate various aspects of his operating area. He will ensure that operations run smoothly and according to processes of the bank
Service Manager will ensure that standards and protocols of customer service at their specific Location/Regions are followed by Help desk staff
Responsible for training, coaching, feedback and assistance to call center representatives to make sure they understand new policies and procedures for quality.
Helpdesk staff is adequately trained on the existing processes and new processes.
Audit done by the bank audit team needs to be satisfactory since these all checks would have been done
Service Manager will also participate in special projects that are being executed in the department which involves representation from cross functions
Leading Private Sector Bank