The organisation is going through an exciting time of change with an emerging new structure and lots of new initiatives.
The role holder is expected to play a key part in those changes and to seek and deliver activities to drive the business forward.
The core function of the role is the efficient and cost-effective management of the team responsible for non-voice customer service interactions as well as administrative processes relating to the servicing of new and existing customers.
The role holder is responsible for implementing and executing processes designed to support and enhance operational performance, process and delivery, ensuring that solutions are compliant
Organization GradeTBD Position TitleFront Office Supervisor- India DepartmentCustomer Operations Reporting RelationshipsReports to Manger, Knowledge Management Cross Functional RelationshipsInternal Teams / Suppliers / Customers LocationDelhi,NCR / Chennai
Critical Business Activities
Staff management and coaching are key elements of the role and the role holder will be expected to manage, lead and develop a team of agents
Managing the processing and response to incoming chat and emails in a timely, compliant and customer friendly manner
Working closely with colleagues and QA team to identify issues and improve service performance
Monitor day to day service delivery and quality results
Work closely with the UK specialty Customer success team to ensure alignment of action and clarity of understanding
Identify opportunity structurally to reduce service demand by identifying areas of friction’ in our relationships with our customers
Promote, share and build awareness of vulnerability within the Ops environment.
Review and interpret operational MI to enable sufficient control to be maintained over operational delivery & provide regular updates to management
Review and maintain plans to ensure adequate of operational capacity to ensure cost effective and customer satisfying service.
Routine, timely and thorough review of existing procedural documents, working with head of Process management
The nature of the role means that the role holder will become involved in process improvement projects and other activities designed to improve and develop a growing and changing business.
It is important therefore that the role holder can display solid analytical skills and the capability to work constructively with colleagues both in India and the UK
Competencies and Experience
Technical Skills and Experience
High level of fluency in written and spoken British English able to distinguish between Indian and British English colloquial language
Previous 1st line management experience in a service environment
Solid planning skills able to manipulate data to provide actionable insights
High level of influence able to build strong sustainable personal relationships
Bias for action willing to intervene personally on cases where required
Emotionally robust able to deal personally with the most complex, stressful and charged cases
Strong personal impact the ability to take people with you’
PC Skills (Word, Excel, PowerPoint, Outlook)
2-5 years of experience 1st line management in retail Financial Services
Evidence of deployment of leadership skills
Understanding of the financial services business
Experience of remediation of complex, distressed, angry customer is a significant advantage
Understanding of the UK FCA definition of vulnerability id a distinct advantage
Flexible with working hours
Demonstrable experience of making decisions where not all the preferred information was available
Adjusting to Change : Ability to remain optimistic, recover from setbacks, projects cheerfulness, can cope with change, can tolerate uncertainty, adapts to new challenges, acknowledging criticism, encouraging critical thinking, gathers feedback.
Investigating Issues : Ability take up learning opportunities, acquiring knowledge and skills, updating specialist knowledge, applying practical skills, learning by doing, applying common sense, continuously improving things, identifying key issues, making intuitive judgements.
Building Relationships : Ability to put people at ease, welcome people, makes friends, maintain projects enthusiasm, making contacts, active networking, can attract attention, promotes personal achievements and can gain recognition.
Communicating Information : Should be able to successfully persuade others, shaping opinions, negotiating, can question assumptions, challenges established views, argues own perspective, gives presentations, explains things and is able to project social confidence.
Structuring Tasks : Ability to work methodically, plans activities, sets priorities, behaves ethically, maintains confidentiality, consistently acts with integrity, works quickly, maintains productivity and can multi-task.
Starting the role
In the initial start-up’ the role holder will need to undertake the following
Become familiar with LS and Drafty products
Understand the market we serve
Become deeply familiar with the standard templates in use and the process for recommending changes
Build a relationship with UK Customer success team
Deeply understand the current QA process
Review extant procedural documentation for gaps, errors and obvious opportunities