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27/03 Swatee Paithankar
HR at Benchire

Views:8485 Applications:1294 Rec. Actions:Recruiter Actions:23

Head - Customer Support & Excellence - BFSI (12-18 yrs)

Bangalore Job Code: 1238656

Responsibilities :

- Build and manage a team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys

- To be responsible for end-to-end customer contact processes and the associated customer experience, supporting cross team initiatives to drive improvements, improve efficiency and reduce complaints.

- Create and implement an analytics strategy for best-in-class service delivery.

- Develops and implements training and quality assurance programs for new hires and experienced employees.

- Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.

- Encourage problem-solving, strategic thinking and customer-orientation amongst the team

- Drafts and implements the department's budget.

- Performs other related duties as assigned.

Requirements :

- University graduate/PostGraduate in Business, Operations Management or Finance, with over 10+ years' relevant experience

- Excellent communication and interpersonal skills.

- Have proven experience in setting up the process.

- Excellent interpersonal and customer service skills.

- Strong supervisory and leadership skills. Strong background in leading customer excellence teams in the fintech/ finance sector.

Location: Bellandur (Bangalore)

- Note: The role will be Work from Office

Women-friendly workplace:

Maternity and Paternity Benefits

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