General Manager - Customer Service & Collections - Microfinance/Banking

Top people from MFI NBFC and having field operations experience need only apply

General Manager - Customer Service & Collections - Microfinance/Banking Industry people only

Responsibilities of General Manager - Customer Service & Collections :

Customer Service Delivery Management :

- Manage service delivery using an evidence informed approach to improve customer experience

- Ensure Customer Experience at all touch points

- Installation and activation of Solar systems

- Welcome Calling to customers

- After sales service / Fault repair Services to existing customers (Call Centre and Field Service)

- Preventive maintenance Service to improve customer satisfaction and build relationship

- Monthly Recharge collection

- Repossession of systems from non-paying customers

- Identify and implement strategies to improve quality of service, productivity and profitability

- Develop and implement Collections and customer service policies/procedures based on field observations

- Plan, Prioritize and Delegate work tasks to ensure proper functioning of the department

- Ensure the necessary resources and tools are available for quality delivery

- Ensure quality of practices, meeting organizational policy and procedures and legal obligations

- Monitoring, review and auditing processes related to Collection and service delivery.

- Identify and elevate issues impacting Customer experience and Collection to continually improve services.

- Active Coordination with Product team and give inputs on products

Team Building :

Responsible for following critical activities for his vertical :

- Recruitment

- Performance planning

- Performance appraisals

- Performance management of Roster management

- Mentoring and coaching of team

- Liaison with Training team to ensure required training

- Building Working Relationships - Developing and using collaborative relationships to facilitate the accomplishment of work goals.

- Managing Work (includes Time Management) - Effectively managing one's time and resources to ensure work is completed efficiently and effectively.

- Coaching - Providing timely guidance and feedback to help others strengthen specific knowledge/skill areas to fulfill responsibilities or tasks. Allocates tasks appropriately and provides the necessary support.

- Minimum 8-10 years of experience in Customer Service/Operation. Having experience of collection along Customer Service will be an added advantage.

Salary- 22 to 26 lacs including variable

If interested please send your updated resume or call at 9810143202