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