Customer Service – ( Voice ) Banking Process/Operations – Manager – Indore
Location: Indore
• Experience: Senior Level
• Openings: 1
Job description
Location – Indore
Key Responsibilities:
10 + years of experience with Customer Service
Helpdesk Operations in a high-volume US banking environment, covering service
delivery, SLA compliance, team leadership, client management, and process
improvement.
Manage Helpdesk operations in a
high-volume US Banking environment and ensure SLA/KPI compliance.
Oversee check lifecycle operations,
escalations, exceptions, and compliance activities.
Lead Voice, Chat, and Email support
teams to achieve service excellence.
Handle hiring, onboarding, performance
management, and team development.
Act as the primary point of contact
for clients and manage stakeholder communication.
Improve customer satisfaction, First
Contact Resolution (FCR), and operational efficiency.
Prepare MIS reports, dashboards, and
maintain operational documentation.
Use CMS, Salesforce, or similar tools
while driving continuous process improvements.