Deputy Head - Customer Support Operations

Location: Mumbai

What you will be doing :

- Reporting to the Head of O&S, transform our early-stage operations and support into a scalable, first-rate customer experience.

- You will create and improve processes, enhance support resources, and develop our customer support strategy to support customer needs as the business grows.

- Be POC for all Operations and Support topics, in order to ensure constant business continuity and delivery excellence.

- Develop, coordinate and manage teams in operations, including 1st and 2nd lines of customer support, technical support, fraud, credit and KYC analysts, soft collection etc.

- Monitor the performance efficiency of all direct divisions. Act as mentor and coach to ensure team members are able to meet their KPIs, including SLAs, Quality, Productivity etc.

- Preparing, analyzing, and presenting data to the Head of O&S as part of weekly and monthly performance reviews on support operations, including metrics, trends, and areas of improvement.

- Training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.

- Undertake regular performance reviews and 1:1 meeting with direct reports against KPI's.

- Recruit, train and mentor high performing profiles for various roles, growing the team as the business grows.

- Collaborate cross functionally and work closely with both internal and external stakeholders to ensure an optimal end to end customer experience.

- Proactively drive root-cause analysis of existing customer pain points in partnership with product and engineering teams.

- Lead and inspire Operations and Support teams to maintain a constantly motivated and engaged team atmosphere.

Candidate Requirements:

- 8 to 10 years of experience with minimum 4 years of experience managing big scale operations (100+ people) in a hi-growth banking environment, including different channels of customer communication.

- Highly data driven, ability to deep dive and analyze, play with pivot tables, and continuously improve the operations process based on key metrics and raw data.

- Experience in implementing software for Customer Operations business process management (inhouse development or leading third party vendors)

- Ability to multi-task, prioritize, manage time effectively and think outside the box.

- Ability to work under pressure in a fast-paced environment, with a strong focus on customer satisfaction.

- High-energy and goal-driven personality, focused on achieving big things in half the time that it takes most people.

- Excellent communication, engagement and people development skills.

- Bachelor's/master's degree from a reputable University is a must.

We consider as a plus:

- Previous startup experience.

- Knowledge of the credit card or consumer finance industry, especially fintech.

- Knowledge of the basics of fraud and credit analysis.

- Knowledge of the basics of recovery.