Muthoot Fincorp Ltd. Hiring For Customer Support Manager at Trivandrum, Kerala, India Full Time

ROLE SUMMARY

The Manager of Customer Support is responsible for leading and managing the customer support team within the Wealth Department at Muthoot FinCorp. This role involves overseeing a team of customer service representatives, ensuring that clients receive high-quality support, and maintaining strong client relationships in the wealth management context.

KEY RESPONSIBILITIES

Team Leadership and Management

• Supervise, train, and develop a team of customer service representatives.
• Set performance goals and regularly assess team members’ performance.
• Create a positive and motivating work environment.

Client Support

• Handle complex client inquiries and issues, providing effective solutions and assistance.
• Ensure prompt and efficient responses to client requests and concerns.
• Address client complaints and concerns promptly and professionally.
• Work closely with wealth managers and relationship managers to facilitate the onboarding of new clients.
• Develop strategies to enhance client retention and satisfaction.
• Monitor and address client attrition issues.

Quality, Training and Compliance

• Provide training and guidance to customer support staff to enhance their knowledge and skills.
• Keep the team informed about new products, services, and industry trends.
• Implement quality control measures to maintain a high standard of service.
• Continuously seek ways to improve processes and enhance the client experience.
• Ensure that all client interactions and support activities are well-documented.
• Ensure compliance with regulatory requirements and internal policies.

KEY DECISIONS TAKEN

• Making decisions on how to handle and resolve customer complaints and issue related to wealth management products and services.
• Deciding on the standards and benchmarks for service quality and ensuring they are met in wealth management operations.
• Deciding on the communication strategies and channels to keep clients informed about their investment portfolio performance and changes in service delivery.
• Deciding on the collection and analysis of client feedback to identify areas for improvement in wealth management services.

KEY SKILLS & BEHAVIOURAL ATTRIBUTES

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Sound knowledge of wealth management products, investment strategies, and financial markets.
• Familiarity with relevant regulatory and compliance requirements.
• Analytical and problem-solving skills.
• Proficiency in relevant software tools and CRM systems.
• Strong attention to detail and organizational skills.
• Behavioral Attributes- Driven and in alignment with our Purpose “Transforming the life of the common man by improving their financial well-being” and anchored by our core value of integrity, collaboration, and excellence.

EDUCATION / EXPERIENCE

• Any UG/PG degree except fine arts.
• Minimum 3 to 5 years of relevant experience preferably in customer support centers/BPO preferably in a BFSI process.