FUNCTIONAL SERVICE MANAGER Job Description, Pune, 6-15 Years

Functional Service Manager

6-15 Years
Pune
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  • Responsible for managing overall customer service operations. This includes overseeing customer service representatives, ensuring timely and efficient response to customer inquiries, managing customer feedback and complaints, and ensuring customer satisfaction. Maintain and publish the Data Reports as requested and on Monthly basis for the ITSM.
  • Responsible for coordinating with other departments to ensure timely and effective resolution of customer issues. This includes working closely with the Technical, Banking, Legal and other teams to ensure that customer needs are met and that the company's customer service goals are achieved.
  • Responsible for conducting customer surveys to gather feedback and improve the customer experience. This includes analyzing survey results, identifying areas for improvement, and implementing changes to improve customer satisfaction.
  • Responsible for planning, recruitment and deployment of L1, L2 and L3 Support representatives at On-Site and Off-Site with monitoring of their performances, Daily Work, Issues and Customer Satisfaction. Expected to Build Knowledge and Knowledge Sharing within the team.
  • Responsible for planning of required infrastructure to support Customers which includes software like JIRA ITSM, Its Subscriptions, Renewal etc. Planning for Mitigation of Risk by having sufficient man powers during known activities for extended hours customer support.
  • Responsible for planning and conducting the Product Training to Internal and External Stakeholder as required and on demand.
  • Skills:
    • Must to Have Skills: Proficiency in Product Service Management.
    • Good to Have Skills: Experience with Critical Incident Management.
    • Strong understanding of IT service management principles.
    • Familiarity with Banking, Payment, Financial and Government processes.
    • Ability to analyze and resolve IT service issues.
    • Excellent communication and interpersonal skills.
    • Attention to detail and strong organizational skills.
    • Proactive and Self Organized.
    • This role required on-site visits and client-side visits across the India.