Head - Customer Experience - Financial Services

Job Description:

- We are looking for someone who can be a part of a fast-paced and agile organization and also understands the nuances of a 0 to 1-journey.

- Someone who is a strategist and is also a doer.

- Must be emotionally committed to what we are doing and should be able to participate in the company's success through having a unique blend of business and role-specific knowhow

- The role will be based out of our Corporate office at Lotus Corporate Park, Goregaon, Mumbai.

Experience and Qualification:

- 10 to 15 years of experience.

- The qualification required is Graduate/Post Graduate.

Skills Required:

- Proven leadership experience in customer service, retail management, or a similar role, ideally within the financial service industry.

- Strong understanding of personal finance.

- Exceptional interpersonal and communication skills, with a focus on customer-centric service.

- Ability to leverage technology to enhance the customer experience and streamline operations.

- A collaborative and innovative mindset, with a commitment to fostering a positive, educational environment for customers and team members alike.

Job Responsibilities:

- Develop and implement strategies to enhance the customer experience within the Financial Planning Centre.

- Lead a team of specialists to provide education, support, and advisory that align with our financial products and services.

- Manage the operational aspects of the Financial Planning Centre, including technology integration, customer feedback loops, and compliance with regulatory standards.

- Collaborate with marketing and product development teams to ensure the Financial Planning Centre accurately represents our brand and offerings.

- Monitor and analyze customer interactions to identify trends, areas for improvement, and growth opportunities.

Remuneration and Benefits: We offer fixed CTC based on merit.

Below are a few of the employee benefits that you will be eligible for:

- As an employee, you will also be allotted company ESOPs as per the defined matrix.

- Medical Insurance for self and family members, the premium for which will be borne by the company.

- This is not deducted from the CTC.

- As we believe in continuous learning, you will be eligible for Upskilling program.

- Doctor on call facility for you and your dependants (General Physicians, Specialists, Counsellors).

What opportunity are we talking about?

- A purpose-driven workplace where innovation is cultivated, failure celebrated, and persistent commitment practiced to solve problems faced by our customers, partners, and members.

- Fair and equal pay for people of all representations, ethnicities, and religions.

- Compensation is a transparent conversation and not a tactic.

- We believe in making time count in the workplace where we spend close to 50% of our adult working lives amongst each other.

- An opportunity to build careers while creating positive change in people's lives.

- Alleviating their financial stresses, worries, and helping them achieve true freedom.

- We do not want to be limited to mentioning what we want in you.

- Instead, let us tell you what we definitely do not want.

- Lack of ambition, initiative, and energy, and the inability to take ownership and execute.

- Giving"Gyan" not backed by action and results.

- Watching the clock and calendar while working.

- A very risk-averse, negative, and comfort zone mindset.

- Rebels who do not want to collaborate.

- Self-praising and PR management for self.

- If you are scared of dealing with numbers and mathematics.

- Inability to receive critical feedback constructively.

- If you require a constant reminder of things you have to do.

- If you need policing to maintain office decorum.

- You think the right way to do things is your way.