Job Role : Lead - Service Excellence Focus on customer service, efficiency, and planning of growth is critical to achieve business goals. The role is intended to drive Business Excellence. The role demands engaging with various Internal &amp; External stakeholders/ partners/ customers. Drive improvement and automation of current processes to enhance efficiency &amp; accuracy. Duties &amp; Responsibilities : - Identify drops in last mile consumer journey, understand the business processes and recommend changes to increase conversion &amp; reduce disbursement TAT. - Develop and ensure a standardized, process driven customer centric and/or implement processes across CEA function for service excellence. - Identify inter team linkages which impacts customer satisfaction and take corrective actions. - Identify root causes of recurring problems, correlate trends to Causes and drive improvements. - Tracking of Loan disbursement related activities &amp; processes, close loop loose ends. - Connect with customers/partners for disbursement and re-kyc related activities. - Speak to 50 Customers monthly to capture customer VOC Skills Required : - English Proficiency (Spoken) and English Proficiency (Written) is a must. - Post - Graduation with specialization in Banking / Operations is preferred. - Must have customer centricity approach and must have a flair to connect with customers. - 6 years of experience in client services delivery, process and performance improvement with 2/3+ plus years of experience in micro - credit or BFSI. - Should be a team player and ability to work independently and adhere to the timelines. - Proficient in MS Office particularly MS - Excel and sound knowledge of technology is a Must. - MIS &amp; Reporting knowledge is preferred. Why HAPPY : - A Highly collaborative team believes in knowledge sharing - A Lean organization with a highly talented employee base - Promotes Common organization goals, team targets and celebrates team success - Highly enthusiastic team with excellent management support &amp; growth path - A beautiful workplace with a lot of open space to give wings to a creative mind - Strong leadership inspiring lives with amazing success stories - Employees are valued and offered best in class equipment, work-life and learning avenues in multiple dimensions - We strongly believe that inclusion fosters innovation and we're proud to have a diverse team with a wide variety of backgrounds and experiences. We focus on hiring talented people regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Gurgaon/Gurugram

HAPPY - Lead - Client Service Excellence 

HAPPY - Lead - Client Service Excellence  ,Job Description for HAPPY - Lead - Client Service Excellence  in Happy in  Gurgaon/Gurugram for (6-10) years of experience. Apply Now!

Job Description for HAPPY - Lead - Client Service Excellence  in Happy in  Gurgaon/Gurugram for (6-10) years of experience. Apply Now!