Location - Bangalore

Position - Customer Experience Manager

About Client:

- Our client is a US headquartered leading mobile technology and data science startup in the digital lending space and committed to financial inclusion globally. It is making a foray in to India and is one of the fastest growing FinTech startups in the world.

- It is been successfully running the business since the past 4 years with a footprint across 3 continents. More than 1 million people have been provided credit; leveraging mobile technology and data science. The company provides instant credit scoring, lending, and other personalized financial services in emerging markets. It seeks to build and scale up its unique offering in India in the B2C space and disburses micro loans.

- It employs 200+ people across the globe and has employees who have joined from large global organizations.

Role Brief:

This role is for a India Customer Experience (CX) Manager who will be responsible to build and lead a world class customer experience/support and accounts receivable team in India.

You need to have worked for / working for a company which leverages technology & data to drive a customer experience for its product or services.

This role is focused on developing and driving a team to provide world class customer experience throughout the customer lifecycle. The Customer Experience (CX) Manager for India is responsible for establishing procedures and reporting, living and breathing brand voice and values, hiring and training customer experience advocates, coaching, and measuring performance.

Responsibilities

- Create and implement policies and procedures in conjunction with other CX leadership

- Establish and implement customer engagement processes and communications

- Help define brand voice with marketing and integrate into CX practices

- Set India CX team goals and establish consistent, accurate, timely reporting on key individual and team metrics

- Source, chart and analyze data to support company goals and maximize team effort

- Drive a passionate, customer-centric culture within the team; partner cross-functionally and influence product roadmap to positively impact customer experience

- Train and support customer experience advocates and accounts receivable specialists, and team leads to deliver best in class service by developing proper standards, policies and procedures, and customer interactions

- Budget and plan staffing requirements and projections

Requirements

- Prefer 10+ years of Customer Service management experience; experience designing customer engagement processes and proven ability to roll-up sleeves to ensure a great customer experience

- 2+ year experience in a digital B2C product space (ideally web or app-based ecommerce or finance)

- Proven ability to lead a Customer Experience team: ability to deploy set standards, procedures and policies; proven success with staff training/coaching, Quality Assurance, business process improvement, and workforce planning; exceptional communication skills

- Expertise utilizing data to make decisions and drive management decisions; strong demonstrated analytical/business reporting experience (Excel, SQL, other biz. reporting tools)

Preferred Skills & Experience

- Ability to manage a CRM (Zendesk preferred) and Telephony system or contact center management experience

- Knowledge of the financial services industry (Know Your Customer, financial compliance, etc.) and understanding of consumer lending

- Comfortable with ambiguity

Before you apply please be aware that it is mandatory to have digital B2C product space (web or app based ecommerce OR finance) experience for this role.

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