Assistant Vice President - Customer Experience - NBFC

This position will be responsible for :

- Design and management of end to end customer service, management of inbound and outbound call centers, service process mapping and implementation

- Design and manage innovative customer communication journeys through the customer lifecycle.

- Working with Product team/Operations/Compliance/Legal to identify opportunities for enhanced service excellence and program manage the projects to ensure timely delivery.

- Developing and implementing innovative, scalable servicing platform using technology

- Automation and digitization of customer facing processes through lifecycle

- Design and deliver training programs for new product launch and refresher training for call center/partners

- Support in developing and managing Customer Experience Credo