Head - CRM - Financial Services

Position: Head CRM (Vehicle Finance)

Experience: 15 to 20 yrs

Location: Chennai

CTC: 25 to 35 lacs

Company: A leading Financial Services Organization in Chennai

Brief: Looking for Candidates who has experience in handling Contact center operations preferably from a Vehicle finance domain.

Job Description:

- Heading the CRM for Vehicle Finance Function

- Plan, assign and monitor work tasks for optimum team efficiency

- Identify and address development needs

- Formulate processes and policies to build a robust Customer Service function

- Directs and oversees all aspects of customer service policies, objectives and initiatives

- Develop and establish procedures and policies governing customer correspondence

- Troubleshoot products and services to best fit their needs and expectations

- Leading and motivating a team of staff to ensure they're giving the best customer service possible

- Cost Control; Process Optimization; Strategic Planning; Staff Development; Quality Assurance; Goal Attainment; Team Leadership; Recruitment; Performance Reviews

- Determine areas of improvement for cost control and initiate changes

- Reduce expenses by minimizing waste and allocating staff level correctly

- Increase market share by ensuring customer satisfaction and pitching/cross selling

- Through strategic management and measurement of team performance, develop, plan and execute departmental improvements while simplifying processes

- Work with managers and supervisors to provide a work environment and culture that promotes customer service, staff development and achievement

- Introduced and implemented new call monitoring procedures for inbound and outbound teams

- Co-own the P&L, develop the customer service model, understand where opportunities are and create a viable business to service them

- Vendor Management - develop deep and long lasting relationship with vendors; own the terms of business with the vendors

- Implement improvements including new CRM system and applications

- Ensure the consistent achievement of customer service levels and standards