National Manager - Customer Centricity - NBFC

The incumbent is responsible for strengthening and sustaining one of the three main pillars of the company , namely " customer centricity". The role will involve the following;

1. Designing and Documenting all customer facing workflows related to the two key products of the company i.e Housing Loan and Fixed Deposit.

2. Being the Chief Grievance Redressal officer for the company ,the individual will be responsible for implementation of the Grievance Redressal policy. This will include interaction and coordination with the regulator i.e RBI and NHB for reporting and compliance purpose

3. The individual will be owner of the CRM ( Customer Relationship Management) system of the company. The role will involve interaction with the IT team for further automation and improvement in the system with a view to improve customer satisfaction and employee productivity. The incumbent should be well versed with the IT change management process.

4. The non branch service delivery i.e the Inbound Contact center will be reporting into the individual. The responsibility will thus include effective service delivery through both the voice and non voice channels.

5. As a part of holding a key managerial position , the incumbent will be responsible for supervision of the omnichannel service delivery model which is key for the business plan.