Position: Chief of Customer Experience Officer (High-Volume Operations)

Location: Kolkata

Experience: 15+ years

Key Responsibilities:

- Enterprise Strategy & Ownership: Define and execute customer experience and operations strategy, translating business objectives into operating plans, budgets and measurable enterprise outcomes.

- Multi-site & People Leadership: Lead multiple centres through site heads and functional leaders; manage large, multi-layered teams across operations, quality, training, workforce management and frontline functions.

- Customer Onboarding & Support: Improve application-to-activation conversion, verification and documentation turnaround, omnichannel support, grievance resolution, first-contact resolution and customer satisfaction.

- Recovery & Collections: Drive delinquency-bucket performance, contactability, resolution rates, collections productivity and cost-to-collect while ensuring responsible and compliant recovery practices.

- AI-led Transformation: Drive the adoption of Generative AI, Agentic AI, Machine Learning, Conversational AI and intelligent automation across onboarding, customer service and recovery operations.

- Process & Operational Transformation: Re-engineer high-volume processes, reduce manual dependencies, standardise controls and enable business growth without proportional increases in headcount.

- Cost Optimisation: Improve cost-to-serve, cost-to-collect, workforce capacity, vendor economics and technology ROI without compromising customer experience or compliance.

- Governance & Compliance: Establish executive dashboards, operating reviews, audit controls and vendor oversight while ensuring data privacy, regulatory compliance and responsible AI adoption.

- Field Engagement: Travel extensively across operating locations, conduct operational reviews and audits, coach senior leaders and drive continuous improvement and succession planning.

Required Experience & Qualification:

- 15+ years of experience in customer operations, recovery/collections, customer lifecycle management or large-scale business transformation, including substantial senior leadership responsibility.

- Proven experience managing large, multi-layered and multi-location teams with accountability for business, operational, customer and financial outcomes.

- Strong experience across customer onboarding, customer support and recovery/collections, preferably in lending, NBFC, banking or fintech.

- Strong understanding of AI, automation, analytics, process re-engineering and technology-led operating models.

- Bachelor's degree in Business Administration, Finance, Engineering, Operations or a related discipline. MBA or relevant postgraduate qualification preferred.

Note: The role requires frequent travel to the company's operating locations across India.

Contact: 9230998562