Customer Care Head - Fintech (8-15 yrs)
Company: A fast growing P-2-P Lending NBFC / Fintech company
We are looking for an experienced Customer Care Head to provide excellent customer service and to promote this idea throughout the organization.
The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
- To monitor & supervise the customer service team & ensure all complaints are resolved in Turnaround times defined
- Coordinating with Department Heads & ensure all complaints are resolved in Turnaround time defined
- Overlooking both Sales and Collections Operations
- Improving customer service experience, create engaged customers and facilitate organic growth
- Setting a clear mission and deploying strategies focused towards that mission
- Designing and developing customer service procedures & module
- Liasoning with sales, credit underwriting, collections team head etc for collective customer relationship management & retention
- Driving telesales through branch customer service representatives
The Successful Applicant
- Must Have at least 8 years' experience within Financial Industry,
- Have at least 3+ years of experience as a Division Head/ VP equivalent
- Self-confidence to deal effectively at the highest levels & effectiveness in dealing with escalations & retention
- Been a team player with the ability to motivate and lead
- Good business sense and the ability to develop an understanding of the NBFC's products and dynamics in the market.
- Have uncompromising ethics and the willingness to take a stand with line management on business decisions from a financial perspective and business conduct.
- Have a good understanding of products in current market conditions
- Have a good understanding of credit risk and operational improvement