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18/11 Aditi Panjwani
Partner at Infinite HR

Views:97 Applications:37 Rec. Actions:Recruiter Actions:1

Team Manager - Customer Escalations (1-2 yrs)

Mumbai Job Code: 136307

- Should be have deep domain expertise of the stock market operations

- Should have 1-2 years of experience of handling a team of 10-15 members

- Good decision making and time management skills

- Strong written and verbal communication skills, and should be skilled at negotiating

- Lead Customer escalation desk and Escalations to Management

- Liaise with internal teams to get customer concerns resolved, within TAT

- Provide timely feedback and coaching to team member to improve performance

- Manage team metrics - Productivity, Quality, FTR, NPS and Regulators escalation

- Maintain and Prepare RCA for escalations and implement action plan to prevent repeat issues

- Prepare and Maintain Reports as per expectations

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