Groww - Head - Customer Operations

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