General Manager - Field Collection & Service - MFI

Job Description

Seeking Customer lifecycle management experts from Micro Finance or NBFC Rural background only. . Experience of distribution and management of field staff for service and collection a must

Position Title: GM - Customer Service and collections

Reporting To: VP-Revenue

Responsibilities

Customer Service Delivery Management

Manage service delivery using an evidence informed approach to improve customer experience

Ensure Customer Experience at all touch points

Installation and activation of Solar systems

Welcome Calling to customers

After sales service / Fault repair Services to existing customers (Call Centre and Field Service)

Preventive maintenance Service to improve customer satisfaction and build relationship

Monthly Recharge collection

Repossession of systems from non-paying customers

Identify and implement strategies to improve quality of service, productivity and profitability

Develop and implement Collections and customer service policies/procedures based on field observations

Plan, Prioritize and Delegate work tasks to ensure proper functioning of the department

Ensure the necessary resources and tools are available for quality delivery

Ensure quality of practices, meeting organizational policy and procedures and legal obligations

Monitoring, review and auditing processes related to Collection and service delivery.

Identify and elevate issues impacting Customer experience and Collection to continually improve services.

Active Co-ordination with Product team and give inputs on products

Team Building

Responsible for following critical activities for his vertical

Recruitment

Performance planning

Performance appraisals

Performance management o Roster management

Mentoring and coaching of team

Liason with Training team to ensure required trainings

Building Working Relationships - Developing and using collaborative relationships to facilitate the accomplishment of work goals.

Managing Work (includes Time Management) - Effectively managing ones time and resources to ensure work is completed efficiently and effectively.

Coaching - Providing timely guidance and feedback to help others strengthen specific knowledge/skill areas to fulfill responsibilities or tasks. Allocates tasks appropriately and provides the necessary support.

Minimum 8-10 years of experience in Customer Service/Operation. Having experience of collection along Customer Service will be an added advantage.

Six Sigma green belt qualification will be preferred

CTC- 20-22 lc per annum including approx. 20% variable

Salary: INR 20,00,000 - 25,00,000 P.A. includes variable of 20 percent

Industry:Consumer Electronics / Appliances / Durables

Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Senior Management

Role:Head/VP/GM-Operations

Desired Candidate Profile:

Seeking a qualified six sigma expert with experience of customer life cycle management. Seeking a process and improvement oriented person with exposure to field and rural. Candidates from Microfinance and or rural NBFC are a must.

If interested please call 9810143202