1. Leading the Customer Insight team. Will be custodian of CGRM (Customer Grievance Redressal Mechanism). 2. Custodian of Customer Grievance Redressal Committee. 3. Ensuring TATs are met as per the RBI & MFIN Guideline. 4. Ensuring the following are updated as per the MFIN & RBI guidelines: - a. Customer Grievance Redressal Policy. b. Standard Operating Procedure c. CGRM 5. Will be responsible for maintaining the ideal productivity of the Client insight team. 6. Should maintain the quality score of the Client Insight team 7. Will be responsible for capacity building and upskilling of the Client Insight team. 8. Responsible for on-time publication of all the reports related to the Client Insight team to all stakeholders including board members. 9. Work closely with the Product team & another internal team to get customer insights related to product & process. 10. Responsible for conducting an Outbound survey. Ensuring the outbound process is aligned to get satisfactory insights from the customer on time. Collection Process: 1. Ensuring Promise to pay (P2P) on daily basis from the customer by the collection calling team. 2. Meeting the target on a monthly basis. Conduct- Certification & Assessment: 1. Involve an end-to-end process of certification & assessment like Loan Portfolio Audit, Client Protection Principle, Social Rating etc. 2. Post receipt of the certification & assessment, need to work on the recommendation. 3. Will be custodian for all the 3rd party certification & assessment. Must initiate the renewal of certification and assessment before time. Special Projects: 1. Responsible for any kind of impact assessment. 2. Responsible for disclosure of customer related to customer Grievances. 3. Progress out of the Poverty Index project. 4. Implementation of in-house CRM module. Raise on-time CRM issues & make sure that IT resolves the issues. Qualification: Post Graduate Diploma in Customer Relationship Management (PGDCRM) or Masters in Business Total Experience : 10- 12 years Experience: 5 to 7 Years in Customer Care and Financial Services Industry. Skills: Standard knowledge in Excel and Good Communication skills. Direct Reporting: 3 - 4 Indirect Reporting: 25-26

Kolkata

Head - Client Insight - BFSI 

Job Description for Head - Client Insight - BFSI  in Randstad in  Kolkata for (5-12) years of experience. Apply Now!