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17/03 Himanshu Sharma
Recruitment and Commercial Head at Future India Services

Views:666 Applications:181 Rec. Actions:Recruiter Actions:178

Director - Customer Experience - FinTech (6-10 yrs)

Delhi/Delhi NCR/Faridabad/Gurgaon/Gurugram Job Code: 903991

Company Profile

We are young (well, in our mind we are really young!) innovators and problem solvers. The Founding Team believes in making a difference by aggressively driving change and innovation in FinTech space.Company was founded in October 2019, by IIT- B Alumni.

Opportunity :

Our journey has just begun. This gives willing candidates a steep learning curve, plenty of room to explore, innovate and be a part of the core team that believes in reshaping the financial industry. What more?? We promise you lots of fun along the journey!

Expectation :

We are looking for fast paced, start-up enthusiasts who understand the financial world and want to look at it from the eye of a customer, those who can look at a problem as a whole and connect the next dots

Roles and Responsibilities :

- Setting up customer service team and process from scratch

- Leading and supporting customer service teams through required changes

- Assisting with the design and rollout of new support channels and service offerings

- Specifying and building tools to improve the speed and quality of support

- Analyzing support workflows and making suggestions to improve efficiency and effectiveness

- Working closely with product teams to understand and give input into product changes relating to the customer service department

- Identifying and acting to remove obstacles to delivering consistently high levels of service

- Taking part in forecasting and budgeting for customer service and tracking the actual performance against budget

Skills & Experience :

- Experience delivering frontline customer service

- Demonstrated understanding of common customer service tools and processes

- A track record of business process improvement using latest technology

- Proven leadership and team motivation skills

- Experience in scheduling and forecasting

- Ability to analyze and identify improvements in service systems

- Experience in managing cross-team projects to completion

Women-friendly workplace:

Maternity and Paternity Benefits

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