- Location
- Bengaluru, Karnataka, India
- Job type
- Full-time
Required skills
- banking
- customer service
- people management
About the role
Mashreq Corporate & Investment Banking Group
Website:
mashreqbank.com
Job details:
Key Responsibilities
- Team Management:
- Lead, motivate, and manage a team of email support agents.
- Allocate workload and monitor performance to ensure SLAs and KPIs are met.
- Conduct regular team meetings, coaching, and performance reviews.
- Operational Excellence:
- Ensure all customer emails are responded to within defined timelines and quality standards.
- Monitor queues and prioritize tasks to maintain service efficiency.
- Implement best practices for email communication and tone consistency.
- Quality & Compliance:
- Maintain compliance with Mashreq Bank policies, regulatory requirements, and data security standards.
- Conduct quality checks and audits on email responses to ensure accuracy and professionalism.
- Customer Experience:
- Drive initiatives to enhance customer satisfaction and reduce response time.
- Handle escalated cases and resolve complex queries promptly.
- Reporting & Analytics:
- Prepare daily, weekly, and monthly reports on team performance, SLA adherence, and productivity.
- Analyze trends and recommend process improvements.
- Collaboration:
- Work closely with other support teams and departments to ensure seamless customer service.
- Liaise with IT and process improvement teams for automation and efficiency enhancements.
Key Skills & Competencies
- Strong leadership and people management skills.
- Excellent written communication and email etiquette.
- Ability to manage high-volume email queues effectively.
- Analytical mindset with proficiency in MS Excel and reporting tools.
- Knowledge of banking products and services (preferred).
- Problem-solving and decision-making abilities.
Click on Apply to know more.
This page is fully interactive when JavaScript is enabled. Please enable JavaScript to apply or browse related roles.