Bajaj Finserv -Senior Manager - COE - Cross Sell/Customer Obsession

Company : Bajaj Finserv Lending

Job title : Senior Manager (E06) - COE - Cross sell, Customer obsession

Reports to : Head COE - Cross sell

Location : Pune (HO)

The role controls levers that keep BFL cross sell products & customer experience ahead of competition ensuring customer life cycle value leading to financial profitability for businesses

Responsibilities :

- Lead the NPS initiative across all B2C businesses and deliver NPS metrics

- Develop, implement and deliver a comprehensive governance plan on Customer communication.

- The role mandate is to create a simple and straightforward set of products, with the appropriate process that attract new customers and retain existing customers

- This role is accountable for the continual evolution and development of products, proposition and service standards.

- Ensuring our products, proposition and service standards are delivered to this purpose and achieve our commercial plans, including sales plan, in line with our values.

- Working with the broader marketing, operations and service teams and wider business these standards are well communicated within clear and compelling propositions

Required Qualifications and Experience :

- Should have 4-7 year of experience overall

- Should have minimum 3 years- experience in customer services or customer facing operations processes

- Should have a MBA / Post Graduate Degree

- 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.

- Excellent Team Management & Interpersonal Skills.

- Exceptionally high motivational levels and need to be a self-starter

- Quick learner