Head - Customer Service/Service Quality - Loan Process Management - NBFC

Role:

- To oversee customer servicing spread across channels, process and people for retail lending

- To ensure smooth functioning of business 

- Bring changes to improve customer experience and internal efficiencies.

Supervises : Central customer service team and centralized customer service delivery across channels eg Branches, electronic, channels, phone banking etc

- Working Knowledge of loan business, front and back end processes

- Working knowledge on channel development, management and migration

- Working Knowledge on customer behavior, analytics and segmentation

Function specific certifications like COPS, Six Sigma, ISO etc preferred.