Manager - Customer Support - Banking (5-10 Yrs) Nagpur/Mumbai (After-Sales/Customer Service)

Job Summary:We are hiring a seasoned Customer Support Manager with at least 5 years of experience handling client queries and escalations in Mutual Funds, Fixed Deposits, Home Loans, and Life Insurance. The ideal candidate will lead the support function, ensure seamless client servicing, and maintain high standards of customer satisfaction across financial product lines.Key Responsibilities:- Manage end-to-end customer support operations across financial products (Mutual Funds, Deposits, Loans, Insurance).- Handle client escalations with empathy and solution-driven responses.- Supervise and guide junior support executives and ensure quality of service delivery.- Track service SLAs, identify process gaps, and drive continuous improvement initiatives.- Coordinate with internal teams like Sales, Operations, and Compliance to resolve issues efficiently.- Maintain detailed documentation of client interactions, issues, and resolutions.- Ensure compliance with regulatory norms and maintain data confidentiality.- Conduct regular training and knowledge-sharing sessions for the support team.Required Skills & Qualifications:- Minimum 5 years of experience in Customer Support/Client Servicing in the BFSI sector.- In-depth knowledge of Mutual Fund operations, banking products, home loan processes, and insurance services.- Excellent verbal and written communication skills in English and Hindi and [Regional Language Marathi if applicable].- Proven team management and escalation handling skills.- Proficiency in CRM tools, ticketing platforms, and customer service analytics.- Bachelor s Degree in Commerce, Business Administration, Finance, or a related field preferred.Key Competencies:- Client-Centric Approach- Issue Resolution & Complaint Management- Product Knowledge (Mutual Funds, Loans, Insurance)- Team Leadership & Training- Service Quality Monitoring- Multi-Channel Support ExperienceBenefits & Rewards:- Performance-based bonuses and service quality incentives- Health & Accidental Insurance benefits, Petrol allowances & other perks (as per company policy after confirmation)- Note: Male candidates are preferred (ref:updazz.com)

Payroll Type : Permanent