Bajaj Finserv - National Manager - Consumer Service

Company : Bajaj Finance Ltd

Job Title : National Manager - Consumer Service

Business : Credit Operations

Reporting To : Head - Consumer Operations

Location : Corporate Office

Band : E08

Position Summary :

Duties and Responsibilities :

- Create an institutional process for delivering Best In Class Customer experience / delight across all customer touch points for all lines of business

- Enhance and take to the next level the existing - Self-service model of the company

- Implement other-Industry Customer experience frameworks, which will create first-of-its-kind in Financial services

- Derive insights on WHAT & WHY needs of the customer by analyzing service data and work closely with Analytics teams to define HOW delight has to be delivered

- Play a critical role in the two customer benchmarks of the company - CSAT score and Customer Loyalty Index

- Undertake responsibility to drive one of the key competencies of the company - Customer Focus

- Build the bridge between a Business role and Service, by providing insights to Business / Function leaders, on the critical role their teams can play in enabling experience Service Culture

Leadership Competencies :

- Strategic Focus

- Entrepreneurship

- Customer Focus

- Result Orientation

- Agility

- Inspirational Leadership

- Developing Organizational Talent

Required Qualifications :

- Should have 10+ years of experience in managing Customer Experience and Service

- Prior experience in creating, launching and managing Customer delight framework

- Prior experience in handling service processes and understanding customer needs

- Basic understanding of financial services products / processes will be an advantage

- Should be passionate about Customer Experience

- Should be a post graduate preferably

- Should have collaborative work style to engage with peers & colleagues across the company.

- Should have excellent communication skills along with strong presentation and data analytics skills.

- Self-motivated and a self-starter.