Head - Customer Service - NBFC/Financial Services/Banking

- Manage customer service team & ensuring effectiveness of the customer facing tool (salesforce) to consistently delivery high customer satisfaction.

- Call center management - Inbound calling (toll free), email, outbound calling and customer grievances , running various campaign for promotional calling.

- Conduct product training, system training for effective and quality output.

- Handling critical escalations to Seniors, RBI and email sent to Leadership team

- Customer grievances and escalations received through various channels such as, Email, Voice, Digital (Mobile App and Web), Senior management, Board of Directors, social media channels (Twitter, FB, LinkedIN etc.), consumer forums, Legal & Regulatory entities.

- Ensuring end to end resolution is given to the customers on their grievances as per the defined TAT.

- Managing the workflow and ensuring delegating of work to the teams for providing resolution to customers on their issues and complaints.

- Driving NPS and analyze the customers feedback received and work.