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Manager, Customer Service - RS (L 08)

3.00 to 6.00 Years   Hyderabad   18 Feb, 2021
Synchrony International
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

Role Summary/Purpose:The Customer Solutions Manager is responsible for the daily running and management of theteam through the effective use of resources, with responsibility for meeting,and possibly setting, customer service targets and planning areas of improvement ordevelopment.Essential Responsibilities:

  • Providing leadership to a team of 20 or more associates by encouraging team spirit, setting high standards, coaching on performance, providing feedback and conducting employee evaluations,communicating a vision and encouraging innovation.
  • Coaching on quality and productivity.
  • Monitoring inquiries to improve quality minimize errors and track operative performance and build an efficient and effective team,
  • Working with other managers to share ideas and facilitating exchange of Best Practices . Identifying improvements/enhancements to assist in the implementation of policies, procedures, new systems and organizational changes.
  • Team Recognition (Individual &Team). Encourage team participation in Synchrony Financial activities. Organize team outings/activities.
  • Leading, Motivating, coaching and retaining a team of front line associates, to deliver a superior customer experience through excellent service quality, product knowledge, investigation,request and fulfillment activities;
  • Working closely with HumanResources/Workforce Planning in the areas of staffing, performance management, and workplace policies and procedures. Timekeeping and attendance tracking. Adherence to the Performance ManagementProcess and timeline.
  • Executing performance management measures as necessary and in a timely and proactivemanner.
Qualifications/Requirements:
  • Graduate in any discipline
  • Minimum 6 years of experience in finance service industry
  • Should have knowledge of workstation and FDR
  • Should be open to work in shifts/rotational offs.
  • For Internal Applicants: Understand the criteria or mandatory skills required for the role, before applying.
  • Inform your Manager or HRM before applying for any role on Workday.
  • Ensure that your Professional Profile is updated (fields such as Education, Prior experience, Other skills) and it is mandatory to upload your updated resume (Word or PDF format)
  • Must not be any corrective action plan (First Formal/Final Formal, PIP)
  • Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.
  • Last annual performance rating should at least be Strong Contributor/Critical Talent
  • Existing Level 5,6 & 7 are eligible to apply, will be considered for Level 8 if selected
Desired Characteristics:
  • Demonstrated ability to address diverse management issues and team responsibilities.
  • Highly motivated with ability to handle a high workload in a fast-paced and challenging environment.
  • Strong analytical and highly developed communication (verbal and written) skills.
  • Willingness to engage with clients.
  • Excellent organisational and time management skills.
  • Proficient with MS office applications
  • Ability to lead, motivate and deliver feedback to others, including peers .
  • Flexibility and adaptability to meet business
  • Having atleast 24 months of Team leading Experience.
Grade/Level: 08Job Family Group:Financial Services Operations,

Keyskills :
ms officeteam spiritteam leadingservice qualitytime managementcustomer servicecorrective actionproduct knowledgecustomer experienceperformance managementhrmresumefinance

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