Operations Head - Customer Service

Core Responsibilities:

Call-Center Management:

- Oversee the call-center operations, including staff training, the Implementation of calling strategies, and the optimization of dialer setups to enhance customer. outreach and satisfaction.

Tech-Product Team Coordination:

- Collaborate closely with the tech-product team to enhance. digital workflows and implement automation across processes.

- Drive digital transformation initiatives to improve operational efficiency and customer experience.

Team Leadership and Development:

- Lead a diverse team encompassing call-center operations, sales, and loan processing units.

- Focus on training, cross-skilling, and professional development to ensure a high-performing team.

Resource Management:

- Optimize the use of resources across various operational areas, ensuring strategic allocation and high productivity.

Process Controls and Metrics Development:

- Design and implement robust process controls.

- Develop and maintain operational metrics to monitor performance, quality, and efficiency across all processes.

Service Delivery & Compliance:

- Ensure all operations meet customer expectations, company norms, and regulatory standards, focusing on quality service delivery within agreed Turnaround Times (TAT).

Strategic Hiring and Staff Retention:

- Manage the recruitment, onboarding, and retention strategies to build and maintain a skilled operations team.

Data-Driven Decision-Making:

- Utilize data analytics to drive decision-making processes and implement improvements based on operational insights.

Stakeholder Management:

- Coordinate with other department heads and external partners to align operations with overall business goals.

Key Skills and Qualifications:

Industry Experience:

- Proven experience in home loan operations and Loan Against Property (LAP) with at least 7-10 years in a senior management role, including significant experience managing call center operations.

Leadership Skills:

- Strong leadership and people management skills, capable of nurturing and. scaling high-performing teams.

Operational Acumen:

- Extensive knowledge of operational processes, quality control, compliance, and customer service in the financial services industry, including call center management and dialer technologies.

Analytical and Strategic Thinking:

- Highly analytical with a proven track record of employing a data-driven approach to solve complex problems and improve operational efficiency.

Communication:

- Excellent communication and interpersonal skills, able to effectively manage stakeholder relationships.

Educational Background:

- Bachelor's or master's degree in Business Administration, Finance, Operations Management, or a related field.

- Additional certifications in process management.