Customer Support Manager

Sayyam Investments Pvt. Ltd.; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Sayyam Investments Pvt. Ltd. seeks a Manager – Customer Support to lead a high-performing team across phone, email, chat, and in-branch touchpoints.

You will define SLA targets, monitor performance, and drive improvements in CX, while ensuring regulatory compliance and robust CRM discipline. You will coach staff, conduct regular reviews, plan staffing, and own end-to-end resolution of escalated issues, collaborating with product, operations, and credit teams to enhance service quality and

Qualifications

• Bachelor's degree or MBA preferred.
• 5–8+ years in customer service/support, with 2–3 years in team management/supervisory role, preferably in banking/financial services.
• Strong understanding of grievance redressal frameworks and regulatory guidelines (RBI/SEBI as applicable).
• Proficiency in CRM and ticketing systems (CRM NEXT, Salesforce, Zendesk) and core banking platforms (Finacle, Flexcube) if applicable.
• Excellent communication, conflict resolution, and stakeholder management skills.
• Strong analytical skills with the ability to translate data into actionable service improvements.

Responsibilities

• Lead, coach, and manage the customer support team to ensure high-quality service across all touchpoints.
• Define, monitor, and enforce SLAs/TATs for query/complaint resolution across the team.
• Conduct regular performance reviews, call/audit coaching sessions to improve capability and service quality.
• Plan staffing, shift scheduling, and workload distribution for adequate coverage.
• Own end-to-end resolution of escalated or complex customer complaints with root-cause analysis.
• Establish escalation matrix and ensure timely closure with root-cause analysis.
• Liaise with product, operations, credit, and relationship teams to resolve cross-functional issues.
• Ensure compliance with regulatory requirements and internal grievance policies.
• Prepare MIS reports and dashboards on performance, complaint trends, and customer satisfaction.

Skills

Team management

CRM proficiency

Stakeholder management

Data analysis

Communication skills

Regulatory compliance knowledge

Customer service

Education

Bachelor's degree

MBA or equivalent

Tools

CRM NEXT

Salesforce

Zendesk

Finacle

Flexcube

Job description

Customer Experience / Operations | Full-Time

Role Overview

The Manager – Customer Support is responsible for leading the customer service function to ensure timely,effective resolution of client queries, complaints, and service requests. The role focuses on building ahigh-performing support team, driving service excellence, and improving customer satisfaction throughefficient processes, strong CRM discipline, and cross-functional coordination.
Should have strong team management, decision-making, adaptability, strategic thinking, and problem-solving skills.

• Lead, coach, and manage the customer support team to ensure consistent, high-quality service across all customer touchpoints (phone, email, chat, in-branch/walk-in, as applicable).
• Define, monitor, and enforce SLAs/TATs for query and complaint resolution, ensuring adherence across the team.
• Conduct regular performance reviews, call/interaction audits, and coaching sessions to improve team capability and service quality.
• Plan staffing, shift scheduling, and workload distribution to ensure adequate coverage and response times.
• Own end-to-end resolution of escalated, sensitive, or complex customer complaints, including those linked to transactions, documentation, or account issues.
• Establish a structured escalation matrix and ensure timely closure with root-cause analysis for recurring issues.
• Liaise with product, operations, credit, and relationship management teams to resolve cross-functional customer issues.
• Ensure complaints are handled in line with regulatory requirements (e.g., RBI's Banking Ombudsman guidelines, internal grievance redressal policy).

Customer Experience & Process Improvement

• Track and analyze CSAT, NPS, and complaint trend data to identify service gaps and recommend improvements.
• Design and implement process enhancements to reduce complaint volume, improve first-contact resolution, and streamline customer journeys.
• Partner with product and technology teams to improve self-service options and digital support channels.
• Drive initiatives to enhance customer retention and loyalty through proactive service interventions.

Compliance, Reporting & Governance

• Ensure all customer interactions comply with KYC, AML, data privacy, and internal compliance standards.
• Maintain CRM systems with accurate logging, categorization, and tracking of customer interactions and complaint status.
• Prepare and present MIS reports and dashboards on team performance, complaint trends, and customer satisfaction metrics to senior management.
• Support internal and regulatory audits related to customer service and grievance redressal processes.

Training & Development

• Develop and deliver training programs on product knowledge, communication skills, compliance requirements, and service standards for the support team.
• Build a knowledge base/FAQ repository to improve consistency and speed of query resolution.
• Foster a customer-centric culture within the team through regular engagement and recognition programs.

Required Qualifications

• Bachelor's degree in any discipline, MBA or equivalent preferred.
• 5–8+ years of experience in customer service/support, with at least 2–3 years in a team management or supervisory role, preferably in banking, financial services, or BFSI.
• Strong understanding of grievance redressal frameworks and regulatory guidelines (RBI/SEBI as applicable).
• Proficiency in CRM and ticketing systems (e.g., CRM NEXT, Salesforce, Zendesk, or equivalent) and core banking platforms (Finacle, Flexcube) if applicable.
• Excellent communication, conflict resolution, and stakeholder management skills.
• Strong analytical skills with the ability to translate data into actionable service improvements.
• Customer Relationship & Escalation Management
• Complaint Root-Cause Analysis & Process Improvement