Groww - Head - Customer Operations (4-8 yrs)
Groww is changing the way India invests. Today it is the fastest growing investing platform for mutual funds in India. Our goal - to become the most customer-focused financial services company in India.
We are looking for a young a dynamic leader who can build and lead the world-class customer support team. "The one" who can build the solid base to bring delightful experience to our users for many years to come.
Key Responsibilities -
- Build the team and create an open and transparent working environment
- Handling team leaders and overall performance of the team
- Capacity planning
- Building Metrics dashboard for tracking and improvements
- Surge / High volume preparation
- Daily, weekly and monthly reports
- Bring the culture of finding root cause analysis
In addition, you would also need to work hands-on with the team in the following tasks:
- Handle Outbound/inbound customer interactions
- Achieve the productivity targets for the team and process.
- Customer interaction analytics
- Monitor and maintain the quality of interaction with customers
- Training & Mentoring