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24/11 Rachit Mangal
Director at NextMile Consulting

Views:790 Applications:204 Rec. Actions:Recruiter Actions:189

Group Manager - Customer Experience - FinTech (7-13 yrs)

Bangalore Job Code: 1184997

Group Manager - Customer Experience (CX)

About Company : Our client is a Series-C funded, leading consumer fintech brand, with 2Mn + customers in India.

Role Overview :

- This is a core leadership role in the Customer Experience function. You will be responsible for the NPS and CSAT Score across the organization.

- You will have the opportunity to design the system and hire teams to ensure KPIs are met.

- By nature, this will be a collaborative role that will require coordination and innovation across departments like product, tech, business and partner banks to help the customers the best we can. Y

- You will have to demonstrate experience in execution in start-ups, scale and be excited to solve our most challenging problem - customer satisfaction.

Role and Responsibilities :

- Hire, train and manage teams of customer experience specialists with domain expertise in customer experience journeys

- To be responsible for end-end customer contact processes and the associated customer experience, supporting cross team initiatives to drive improvements, improve efficiency and reduce queries, complaints

- Develop and implement training and quality assurance programs for new hires and experienced employees

- Create and implement an analytics strategy for best- in -class service delivery

- Encourage problem solving, strategic thinking and customer-orientation amongst the team

- Identify customer needs and collaborate with internal team (Product/Tech/Transactions) on a weekly basis to address the VOC

- Collaborate with the partner banks and external parties to solve customer issues

- Drive CSAT and NPS by working with the customer support team and other teams

- Should be involved in product launches from a customer support perspective

- Strong leadership and organization skills, High order of communication skills, and high degree of - self-discipline

A Note on Work Timings :

- We provide 24/7 support to all our customers; you would be required to work from 10 a.m. - 7 p.m. and whenever any business exigencies come up

- To ensure Business is running smoothly, you may have to be active on weekends or be in touch with your teams as required

Experience/Education Requirements :

- Prior experience in customer support with startups will be an advantage

- Graduate / Post Graduate Degree

- Experience in capacity planning

Required Skills and Expertise :

- Proven track record of highly professional customer service in a fast paced, dynamic environment

- Ability to collect, track, and analyze large amounts of data to make data-driven decisions to form customer strategy

- Strong interpersonal skills and experience in building strong relationships

- Ability to plan and coordinate activities across many different levels with cross functional teams.

- Extremely good at developing and implementing processes

- Immediate joining preferred

- Demonstrable leadership and change management skills

Women-friendly workplace:

Maternity and Paternity Benefits

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