National Manager - Service Delivery - Financial Firm

Adreso is seeking a dynamic and experienced National Manager - Service Delivery for a leading finance company based in Delhi/Haryana. We await your application to join the team and drive excellence in customer-centric service delivery.

What we are looking for:

- Proven experience in a team management role with a mandate for mortgage services.

- 8 to 15 years of comprehensive experience in the finance industry.

- Capability to strengthen and sustain the pillar of "customer-centricity" within the organization.

- Ability to design and document customer-facing workflows for Housing Loan and Fixed Deposit products.

- Proven knowledge and experience in handling grievance redressal, including interaction with regulatory bodies like RBI and NHB.

- Capability to own and manage the Customer Relationship Management (CRM) system.

- Experience in collaborating with the IT team for system automation and improvements, emphasizing customer satisfaction and employee productivity.

- Ability to oversee the Inbound Contact Center for effective service delivery through both voice and non-voice channels.

- Ability to supervise the omnichannel service delivery model, a crucial element in the business plan.