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). Applicants should possess the following attributes: - A full time MBA with minimum of 12 years' experience. - Strong Analytical and problem-solving skills with decision making ability. - strong understanding of dependencies and linkages with marketing, compliance, operations, technology and sales. - Awareness of industry best practices, prevalent and emerging trends in the market and ability to inculcate industry best practices into the organization. - Ability to handle large-scale complex projects with multiple stakeholders. - Ability to operate successfully in a rapidly evolving environment and ability to deal with ambiguity. - Entrepreneurial mindset. - Excellent communication and relationship management skills. - Strong networking skills within the organization and across industry forum and related agencies and authorities.

Mumbai

Senior Vice President - Customer Service - BFSI/FinTech 

Job Description for Senior Vice President - Customer Service - BFSI/FinTech   in  Mumbai for (12-18) years of experience. Apply Now!