Senior Vice President - Customer Service

Fintech Company looking for SVP Customer Service based out of Mumbai.

Key highlights of the role are listed below (purely indicative and not limiting):

- Oversee the call-centre operations, the Implementation of calling strategies, and the optimization of dialler setups to enhance customer. outreach and satisfaction.

- 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.

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

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

- Implement CRM Software.

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

- Oversee Emailing Unit.

- Design and implement robust process controls.

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

- Lead end-to-end VKYC process (Video Know Your Customer) for acquisition.

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