Manager - Customer Experience - FinTech

The Company :

- Digital lending has been estimated to be a US$1 trillion opportunity in India over the next 5 years. In a growing credit starved economy this is an opportunity to join a well funded digital lending platform based in Delhi started by a team of former financial services professionals dedicated to disrupting traditional lending in India.

- We are a rapidly growing organisation with a team of 100+ comprising of smart, young & energetic individuals from top global and Indian universities such as Wharton, Columbia & IIT with international experience in New York, Toronto and London. The team has worked with reputed firms in Banking and Financial Services space, such as Bank of America - Merill Lynch, Citi, Deloitte, Kabbage etc. with exposure across multiple functions including technology, customer experience and process re-engineering, the team is leveraging its collective experience to deliver best in class services and great convenience to its customers.

- The company is led by a CEO who is an experienced venture capital and private equity investor with extensive global experience & a stellar track record.

The Role :

- We are looking for a highly creative Customer Experience Manager function who is passionate about user retention and engagement while providing an excellent level of support. You will join a dynamic and fast-paced environment and work with cross-functional teams to design, build and roll-out products that deliver the company's vision and strategy. To achieve a competitive differentiation in lending business, the company plans to invest in an industry leading technology platform.

- The incumbent will report to the senior management of the company & will be involved in managing user feedback across channels. The goal will be to deliver customer support in a way that creates user stickiness and value. Some key attributes that lead to success at the company are:

- Self managed, willing to work independently with little or no supervision

- Ability to work in a fast paced, dynamic & agile environment

- Rigorous - asks hard questions, validates assumptions, connects the dots

- Not heavily resource dependent

- Leadership skills

- Eye for mapping the competitive landscape

- Focus on long term skill & career development

Expectations :

- Achieve increased levels of customer satisfaction

- Ensure all complaints are acknowledged & closed within agreed TAT

- Preparing SOPs and SLAs

- Preparing complaint trends on a daily basis

- Develop a culture of delivering a 'WOW' experience for users

- Develop strategies for increased customer retention and engagement

- Develop referral programs

- Manage voice, chat and email support teams

- Escalate all unresolved complaints daily with respective stakeholders/product managers

- Manage escalations to top management and through social media

- Manage ratings and reviews on Google Play, App Store and other online channels

- Develop service procedures, policies and standards

- Keep accurate records and document customer service actions and discussions

- Provide feedback to business/ product teams/ senior management to enhance customer experience

- Responsible for end to end integration with CRM before the new launches for resolving complaints

- Exchanging ideas/data/feedback with other functions in order to present results and make the product more user-centric

- Scaling and automating the support processes

Competencies :

- Graduate/PG from a reputed Institution with at least 5 years of work experience

- Track record of using qualitative and quantitative data to optimise the support function

- Technology affinity and track record of employing systems to drive simplification and change

- Strong problem solving skills and willingness to roll up one's sleeves to get the job done

- Be open to receiving objective criticism and improving based upon it

- Skilled at working effectively with cross functional teams

- Exceptional written, oral, interpersonal, and presentation skills and an ability to interface with senior management

- Demonstrated ability and commitment to deliver on major projects

- Knack for bench-marking and optimisation

- Intellectual curiosity