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 team training, coaching, and performance reviews.
- Ensure adherence to company...