Role PurposeThey will lead and manage the Customer Resolution team spread across India, responsible for timely and quality resolution of customer complaints, service requests, regulatory grievances, and escalations. The role will ensure adherence to turnaround times, improve customer satisfaction, drive operational excellence, monitor resolution quality, and lead customer experience improvement initiatives.Designation : M7 – M8Department : Customer ServiceReporting To : Head - Customer ServiceTeam ManagementLead, mentor and develop a team handling customer complaints, service requests, and regulatory escalations.Define team goals and monitor performance against established service standards.Conduct regular performance reviews, coaching sessions, and capability-building initiatives.Ensure adequate staffing and workload management for seamless operations.Track and report key operational and customer service metrics.Present performance reviews, insights, and improvement plans to senior leadership.Prepare management reports on complaint trends, regulatory grievances,



and customer satisfaction scores.Complaint ; Request ResolutionEnsure resolution of customer complaints and service requests within defined SLAs.Monitor aging cases and implement corrective actions to prevent SLA breaches.Service Quality ; GovernanceReview resolved cases to ensure accuracy, completeness, and regulatory compliance.Reduce repeat complaints and reopened cases through root cause analysis.Drive governance by conducting regular reviews and publishing performance dashboards.Customer Experience ManagementIdentify pain points in customer journeys and drive corrective actions.Partner with business, operations, technology, and risk teams to improve customer experience.Process Improvement ; ProjectsLead process improvement initiatives focused on efficiency, quality, and customer satisfaction.Conduct root cause analysis of recurring issues and drive permanent fixes.Manage cross-functional projects related to customer service transformation

📌 Customer Service Manager - Corporate (Chennai)
🏢 TM Inputs & Services
📍 Chennai