RupeeRedee - Head - Telesales & Customer Service (8-12 yrs)
We are RupeeRedee, a Fintech company in India, subsidiary of Digital Finance International (DFI) that is an international provider of online consumer loans, owned by Finstar. As a new age Fintech company, RupeeRedee is focused on creating a platform for facilitating the sale of financial products to Indian customers by leveraging digital assets to enable a completely paperless and hassle-free journey. RupeeRedee operates under two separate legal entities in India- FincFriends-NBFC Company & MoneyMitra IT Solutions providing IT platform for facilitating the sale of financial products to Indian customers.
As part of the India business, we are initially focusing on facilitating short term loans for under-served retail customers, which is by far the largest untapped segment in India, thereby presenting tremendous growth opportunities. The group has been running this business model successfully for many years across over 35 countries and has assumed market leading position in many geographies as a result of consistent delivery.
Company URL: www.rupeeredee.com
Investor group: www.finstar.com
Group entity: http://www.digitalfinance.com/
Job Role :
Key member of the leadership team and responsible for running Contact Centre operations including - sales, service, customer lifecycle management, complaint management etc.
- P&L responsibility- deliver as per the organization's business plan across all performance metrices
- Strategize development of the contact center operations in line with global best practices, staying abreast of new tools and technologies especially relevant in Fintech space
- Responsible for recruitment, training, manpower utilization, retention, coaching/growth planning of Contact Centre staff
- Design and operate customer interactions/workflows, processes so as to deliver a superior and seamless experience.
- Responsible for implementing modern call centre tools, such as adaptive IVR, on-line chat, automated diallers, cloud-based CRM software, real- time call centre analytics and customer NPS tracking. Deliver cost efficiencies and increase Customer Satisfaction Scores
- Manage all external relationships including lending partners (NBFCs, /Banks), distribution partners, technology partners (CRM, LMS, Complaint management, Communication companies etc)
- Proactively work with Marketing and customer acquisition teams to plan efficient customer inflow mechanism so as to deliver top tier Cost per application, Cost per loan, minimum drop off in the customer journey and efficient repeat usage/ customer retention strategies
- Provide insights to IT, Risk, Underwriting and Marketing team for continuous refinement of overall operations and loan portfolio of the company