Territory Manager
WWICS
Total years of experience :14 years, 0 Months
• Develop long term relationship with customers by providing best service. Design and implement new ideas for customer development & retention.
•Directly responsible for Selection, recruitment and induction of customer service executives. Also provide coaching, training and develop team members by imparting knowledge of product, service, systems & Process bank policy / procedure.
• Provide high standards of service delivery to branch customers, build up strong and continuous relationship with them to achieve stipulated customer satisfaction levels.
• Conduct and organize meetings with Clients, customers & consumers to develop long term relationship Plan.
• Prepare an action plan and tracking measurement mechanism to ensure that branch cross selling targets are achieved towards profit maximization.
•Develop customer’s interview plan at platform area and analyse feedback to ensure all customer complaints are promptly and satisfactorily addressed.
•Work for deepening the relationship with high net worth and highly profitable customer.
• Report and rectify the people aspect of a problem through regular and patient coaching.
• Leadership, communication, problem solving, interpersonal skills, presentation, people management, team building. Ensure all customer queries are closed within established SLA.
•Make available succession plans identified for key positions in the branch.
•Develop customer’s interview plan at platform area and analyse feedback to ensure all customer complaints are promptly and satisfactorily addressed.
•To suggest improvement in system, products, etc..., to improve the image of the organization in the local market.
•Achieve customer service objectives by contributing customer service information and recommendations to overall strategic plan and objectives of company.
•Prepare and implement customer service action plans, constantly monitor productivity, quality, and customer-service standards and ensure customer complaints are resolved by following ‘best practices’.
•Maintain all files, records, application and complains in updated database and submit reports to Management.
•Meet customer service financial objectives by forecasting requirements, estimating expenditures, analyzing variances and there by initiating corrective actions.
•Accomplish customer service human resource objectives by selecting, orienting, training, assigning job duties to team members, coaching, counseling, and disciplining employees of Customer Service Team.
•Communicating job duties and expectation to Team, monitoring, reviewing job contributions and call scheduling on regular basis. Conduct yearly appraisal of team members, review compensations and nominate name for promotion to management.
•Respond effectively to customer initiated suggestions, update and respond to inquiries on website and social networking sites.
•Update self and team job knowledge by participating in educational opportunities.