VP - Customer Service - NBFC

Important points :

- Prior exp in NBFC / Bank customer service is a must

- Willing to move to Mumbai / Pune

Qualification: MBA with 15 plus years of experience

Grade offered : VP

Job Role:

- Managing Customer Service function through all channels and be responsible for end-to-end customer contact processes and the associated customer experience, supporting cross team initiatives to drive improvements, improve efficiency and reduce complaints.

- Build and manage a team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys

- Ensure all customer Request / Queries / Complaints are addressed within time limits

- Create and implement an analytics strategy for best-in-class service delivery.

- Build 'customer first' approach for the business, including with the outsourced partners

- Encourage problem-solving, strategic thinking and customer-orientation amongst the team

- Ensure all tools like personal interaction, telephonic interaction and digital and written communication are used to reach the customers effectively

- Develops and implements training and quality assurance programs for new hires and experienced employees.

- Design and implement measurement tools for customer service experience and provide periodic reports to senior management

Requirement:

- University graduate/Postgraduate in Business, Operations Management or Finance, with over 15+ years' relevant experience

- Strong supervisory and leadership skills. Strong background in leading customer excellence teams in the fintech/ finance sector

- Should understand the accounting principles, borrower ledgers, banking rules and regulations related to retail assets

- Should be comfortable with technology

- Meticulous in working and maintaining record.

- Must have handled large volumes

Soft skills:

- Team player

- Positive and customer service attitude for internal and external customers.

- Active Listening

- Empathy and Understanding

- Creative Problem Solving

- Follow-Up Questioning