1 Finance - Manager - Customer Experience

Key Responsibilities

Client Management:

- Own and manage the complete customer experience from onboarding onwards.

- Serve as the primary point of contact for all customer queries, feedback, and escalations.

- Ensure timely updates, clear communication, and proactive follow-ups with clients.

Internal Coordination:

- Coordinate and collaborate with various internal teams (Operations, Sales, Compliance, etc.) to efficiently resolve customer issues.

- Track and manage client journeys using relevant tools, ensuring all updates and interactions are thoroughly documented.

Process Improvement:

- Identify friction points and areas for improvement within the customer journey.

- Share valuable insights from customer interactions to help refine and optimize internal processes and services.

Relationship Building:

- Build strong trust and long-term relationships with clients to increase customer satisfaction and loyalty.

- Act as a client advocate to ensure their needs and concerns are addressed promptly and effectively.

Required Skills & Qualifications

Industry Experience:

- Must-have experience in the NBFC (Non-Banking Financial Company) or P2P (Peer-to-Peer) lending industry.

- Prior experience in fintech, banking, or other service-based industries is highly desirable.

Core Competencies:

- Strong interpersonal and communication skills (both written and verbal).

- A demonstrated problem-solving mindset and a proactive approach to addressing customer issues.

- Excellent time management and multitasking abilities to thrive in a fast-paced environment.

Analytical Skills:

- Exposure to customer journey mapping or process optimization is a plus.