BOB Capital Markets Limited Recruitment 2022 - Head - Customer Service

 BOB Capital Markets Ltd. Recruitment 2022 

Head - Customer Service

image source: bob LinkedIn

Name of the Company:

BOB Capital Markets Limited 

Address of the Company:

Parinee Crescenzo, 1704, B Wing, 17th Floor, 

Bandra Kurla Complex

G Block, Bandra East, Mumbai 400051.

Name of the Post: 

A. Retail Broking Department

Head - Customer Service, MIS & Call n Trade

Education Qualification:

Graduate/Post Graduate from recognized Universities.

Minimum Experience Required:

10 Years 

Job Location:

Mumbai

Salary / CTC Offered:

Compensation will not be a limiting factor for the right candidate and will be discussed on a case-by-case basis.

Job Description / Responsibilities:

To develop & manage the entire customer service team for Tele-Phone, Email process, chatbot etc.

Responsible for creating an escalation matrix for Queries received via Calls & emails

Hands-on experience in creating the ticketing system for queries on email and telephone

Responsible for creating daily, weekly, and monthly dashboards on queries defining them basis their nature

Responsible for coordinating with another department for query closure within TAT & drive and highlighting the query beyond TAT to closure.

Coordinate with direct customers on higher escalation and quick solution handling

Experience in handling CRM development, its flow, and integration

Responsible to handle the Call N Trade (CNT) team and NRI desk

Responsible for revenue generation through CNT terminal and NRI Desk

Responsible for Activation of new clients and retention of existing clients

Responsible for all compliances related to dealing with clients

Call recording management

Build a quality control and audit mechanism to ensure high-quality customer satisfaction

Make executable plans to improve the productivity of the CNT team and NRI Desk

Responsible for Hiring, Incentive plan, training, and attrition management for Customer care & CNT team

Ensure that there is regulatory compliance in Account opening and trading-related activities

Actively involved in the interpretation and end-to-end implementation of circulars and regulations issued by the stock exchanges and SEBI

Enhance supervision of team working and reporting weekly basis

Manage MIS for the entire Retail Broking Division

Job-Specific Skills:

Knowledge of Regulatory requirements, CRM & MIS

Be well attuned towards digitization; should come with a technology mindset and think innovatively about how to use tech for efficient customer service

Strong understanding of Online and digital broking industry practices

Strong understanding of Stock Exchanges & SEBI Regulations related to retail broking

Strong growth mindset to lead and motivate the team in order to achieve higher FTR and Nil escalations

Knowledge of call N trade processes

Candidate should be able to demonstrate management of large-scale call centers (In House and vendor) with diverse processes

Excellent communication & presentation skills to communicate with customers and other stakeholders

Be a self-starter, proactive & target oriented.

How to apply:

Applications should be submitted to our email careers@bobcaps.in

Please mention “Application for the post of Head - Customer Care, MIS & Call N Trade” in the subject. Applications with any other subject will not be accepted.

Important Note:

Addendum/ modifications if any, including change in Last Date of application, shall be notified only on the Company’s website. Interested applicants are requested to refer to the JD before submitting their applications.

Please mention “Application for the post of <post name>” clearly in the subject line. Applications with any other subject will not be accepted.

Please apply only if you have relevant experience.

Last Date of Application by Email:

15th August 2022

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BOB Capital Markets Limited Recruitment 2022. BOP Capital Career, Customer Service Job