Job Description

As a Director you will

- Understand customer contact preferences across channels, connect timings and content to develop dialer strategies and omnichannel customer acceptance journeys across calling, whatsapp, LK App, portal etc.

- Champion customer needs across the organization to ensure cohesive, seamless execution across acceptance and fulfilment, driving conversion rates and championing digitization of KYC, loan agreement and signing processes

- Establish process excellence through extreme digitization and process transformation, driving process efficiency through structured problem solving in partnership with analytics teams

- Work closely with product management and UX to establish key product requirements based on customer and market feedback and ensure end-to-end customer experiences are compelling, intuitive, and highly personalized

- Partner with Finance, Analytics and Data Science to define and measure success and forecast business impact

What we are looking for

- Domain knowledge - An individual who has led post terms team in past, has experience of 8 to 12 years with a fair understanding of compliance and regulatory framework

- A digital mindset - Extreme digitization of processes, gamification of offers, bot-based negotiations should be how you challenge the status quo

- Data & Analytics driven - Knowing metrics which drive the business, knowing your numbers and problem solving organization wide challenges are what drive you

- Customer Obsession - Given this role leads multiple customer touchpoints, an obsessive mindset towards improved customer experience and digital journeys is critical for success

- Structured Thought Process - The ability to see the big picture, break down the problem is smaller solvable components, RCAs and bringing it together to an optimal solution is a fundamental skill requirement

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