Manager, Customer Service

Location: Mumbai, India

At Franklin Templeton, we believe success is built through powerful partnerships. As a forward‑thinking asset manager, we build dynamic relationships with clients, understand their goals, and navigate complex markets together. We leverage cutting‑edge strategies and deep insights to unlock opportunities for long‑term wealth creation. Our talented, global teams bring expertise that is both broad and unique. From our welcoming, inclusive, and supportive culture to our globally diverse business, we offer opportunities not only to help you reach your potential, but also to contribute to our clients’ success. About the
Department: The Global Shared Services (GSS) India team provides operational and customer support services to internal and external stakeholders across the organization. The team is responsible for delivering high-quality service, ensuring adherence to established policies and procedures, driving process improvements, and supporting business objectives through operational excellence. As part of GSS, you will work in a collaborative, global environment and gain exposure to customer service operations, stakeholder management, continuous improvement initiatives, and cross-functional partnerships. Position Summary: The Supervisor, Customer Service is responsible for leading a team of customer service professionals to ensure the timely and accurate delivery of services. This role focuses on driving operational efficiency, maintaining service quality standards, resolving escalations, and supporting employee development while ensuring an outstanding customer experience. The successful candidate will collaborate with internal stakeholders, contribute to process improvement initiatives, and help foster a culture of accountability, engagement, and continuous improvement. What are the Core Responsibilities? Team Leadership & People Management: Lead, coach, and develop a team of customer service professionals to achieve performance objectives. Conduct regular performance reviews, provide constructive feedback, and support employee development. Foster a positive and inclusive team environment that encourages collaboration and accountability. Support workforce planning, scheduling, and resource allocation to meet business requirements. Service Delivery & Operations: Monitor day-to-day operations to ensure service levels, productivity, and quality standards are consistently achieved. Manage customer inquiries, escalations, and complex service issues to ensure timely resolution. Ensure adherence to established policies, procedures, and regulatory requirements. Track team performance against key performance indicators (KPIs) and service level agreements (SLAs). This role requires travel as needed to support business and operational requirements. Customer & Stakeholder Management: Build and maintain effective relationships with internal and external stakeholders. Act as a point of escalation for customer concerns and service-related issues. Partner with cross-functional teams to improve service delivery and customer satisfaction. Process Improvement & Compliance: Identify opportunities to streamline processes and improve operational efficiency. Support implementation of continuous improvement and automation initiatives. Ensure compliance with internal controls, risk management requirements, and organizational policies. Contribute to operational reporting and performance analysis. Strategic Contributions: Support the execution of departmental goals and customer service initiatives. Provide insights and recommendations to improve service quality and team performance. Participate in change management initiatives and support adoption of new processes and tools. Help drive a customer-focused culture aligned with organizational objectives. What ideal qualifications, skills & experience would help someone to be successful? Bachelor’s degree or equivalent professional experience. 8+ years of experience in customer service, shared services, operations, or related environments. 2-4 years of people management/supervisory experience Experience leading teams in a customer service, shared services, operations, or service delivery environment. Knowledge of process improvement methodologies and customer service best practices is advantageous. Preferred Skills- Leadership
Skills: Team leadership and coaching Performance management Employee engagement and development Communication & Stakeholder Management: Excellent verbal and written communication skills Strong relationship-building and stakeholder management capabilities Ability to influence and collaborate across functions Problem Solving & Execution: Strong analytical and decision-making skills Effective conflict resolution and escalation management Ability to prioritize tasks in a fast-paced environment Customer Focus: Passion for delivering exceptional customer service Strong attention to detail and commitment to quality Continuous improvement mindset Work Shift Timings - 9:00 AM - 06:00 PM IST At Franklin Templeton, we believe your benefits should support your life, your goals, and your future. That’s why we offer a comprehensive Total Rewards package designed to help you thrive both personally and professionally. Highlights of our benefits include: Professional development growth opportunities through in-house classes and over 150 Web-based training courses An educational assistance program to financially help employees seeking continuing education Medical, Life and Personal Accident Insurance benefit for employees. Medical insurance also cover employee’s dependents (spouses, children and dependent parents) Life insurance for protection of employees’ families Personal accident insurance for protection of employees and their families Personal loan assistance Employee Stock Investment Plan (ESIP) Annual recognition program Volunteer services and paid time off for volunteering 12 weeks Paternity leave Located in the heart of Mumbai in the One International Centre, with spectacular views of the buzzing city Walking distance of 100 meters from Western/Central railway station, accessible by road and local rail from all parts of the city Franklin Templeton is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and existing employees, and we evaluate qualified applicants without regard to ancestry, age, color, disability, genetic information, gender, gender identity, or gender expression, marital status, medical condition, military or veteran status, national origin, race, religion, sex, sexual orientation, and any other basis protected by federal, state, or local law, ordinance, or regulation. Artificial intelligence or automated tools may be used to assist in the screening, assessment, or selection of applicants for this position.