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19/11 Kevin
Executive Director - Financial Services at ABC Consultants

Views:589 Applications:158 Rec. Actions:Recruiter Actions:2

Head - Product & Customer Service (15-18 yrs)

Mumbai Job Code: 1182822

Head - Product & Customer Service

Job Purpose:

- Strategize and manage the product life cycle for the housing business.

- Plan, design the incentive based R&R framework for sales based on business goals and achievements.

- Establish a high quality, customer centric, service driven, mortgage business


Role & Responsibilities:


- Business Planning, Product pricing and product life cycle management.

- Facilitate the product prioritization process including leveraging digital opportunities and ensuring effective engagement between the product managers and their product stakeholders while being in alignment with business strategy.

- Facilitate new product releases for effective promotion to existing customers and ensure market penetration with appropriate marketing and PR plans; support the sales and marketing teams to develop product materials and advance key opportunities.

- Manage and develop a cross functional team by establishing sales training and partner training as well as an innovative and motivating R&R framework so as to leverage the capabilities of a high-performing team that is able to consistently deliver results.

- Understand, identify the gaps of sales process and build process structures to bridge and smoothen the process workflows by actively engaging with data science, digital and processing teams like credit and operations.

- Cultivate a data-driven, analytical culture that focuses on process excellence and where KPIs are established, measured and iterated against.

- Identify reasons for non- compliance on SLA / TAT and conducting root-cause analysis and taking preventive measures for repeated escalations

Customer Service:

- Create capabilities to deepen understanding of the customer and create a more compelling experience.

- Facilitate a deeper customer understanding so as to align and optimize the customer experience.

- Manage and coordinate action plans for daily operations to ensure customer enquiries are handled effectively while meeting cost, productivity and quality standards.

- Building capabilities to quickly address pain points and anticipate needs throughout the customer journey.

- Lead the execution of customer contracting; creating sustainable, repeatable processes with a focus on risk mitigation and improved controls, while ensuring customer contracts are issued accurately and timely

- Reinforce our promise of customer excellence by communicating and reinforcing our customer experience strategy and actions

- Direct and motivate call center management team

- Create and establish matrix for customer centricity (C-SAT, NPS)

Graduate : Yes

Masters/Postgraduate: Preferred

Desired Experience: Minimum 15 to 17 years in the field.

Women-friendly workplace:

Maternity and Paternity Benefits

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