Customer Experience Team Leader

Job Summary:

We are seeking an experienced and customer-focused Support Lead to oversee day-to-day support operations. The role involves managing a support team, ensuring seamless customer service delivery, resolving escalations, improving operational processes, and coordinating with cross-functional teams to enhance overall client experience and business efficiency.

Key Responsibilities:

• Monitor daily support operations, ensuring service quality and timely issue resolution.
• Handle escalated customer concerns and provide effective resolutions.
• Ensure prompt response to client queries related to financial products, transactions, account servicing, and operational support.
• Develop and implement support processes, SOPs, and service standards.
• Coordinate with internal teams such as Operations, DP, IT, Compliance, for issue resolution and process improvement
• Conduct regular te...