We are looking for a Product Support Manager to enable the delivery for overseeing and managing the support services provided to customers for
a particular product or range of products. Their role involves ensuring timely resolution of customer inquiries and issues, maintaining high levels of
customer satisfaction, implementing strategies to improve support efficiency, and collaborating with cross-functional teams to address customer
needs effectively.

Job Description

• Lead the product support team to meet KPIs and maintain high customer satisfaction levels.
• Work closely with cross-functional teams to proactively address customer needs.
• Ensure timely resolution of user inquiries within established SLAs.
• Track and report on SLA compliance, taking corrective measures when necessary.
• Address customer requests and complaints according to Escalation Matrix and standard Service Level Agreements (SAL).
• Implement proactive solutions to prevent recurring issues and enhance overall customer satisfaction.
• Built strong client relationships by offering support, guidance, and information.
• Establish a robust system for managing and resolving customer complaints promptly.
• Analyze complaint data to identify trends and areas for improvement.
• Establish and enforce quality control measures for customer interactions.
• Conduct routine audits based on predefined parameters to maintain consistency and adherence to best practices.
• Review and enhance product Standard Operating Procedures (SOPs) to optimize workflows.

• Must be graduated
• Must have banking experience
• Loan product knowledge preferable
• Must have IT knowledge
• Minimum 4 years experience in related field