Lead - Customer Excellence - B2C FinTech

Head of Excellence is a leadership role and will play a vital role to supervise, oversee the strategy, planning and execution of the organization's overall customer experience goals. This includes liaising with other department heads to ensure all other teams contribute equally to providing customers a seamless experience across touchpoints.

Duties/Responsibilities:

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

- Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.

- Establishes performance metrics for customer centric teams.

- Establishes service levels and requirements for the department.

- 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.

- Acts as a liaison between the customer excellence department and other divisions in the company.

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

- Drafts and implements the departments budget.

- Performs other related duties as assigned

Requirements:

- Bachelors/ Masters in relevant field

- Excellent communication, interpersonal, and customer service skills

- Strong analytical and creative problem-solving skills.

- Ability to take on leadership positions if necessary, handle pressure, and meet deadlines

- Spontaneous, creative and detail oriented

The location is Bangalore