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

Mumbai

Pune

Vice President - Customer Service - NBFC 

Vice President - Customer Service - NBFC  ,Job Description for Vice President - Customer Service - NBFC  in COE Solution in  Mumbai Pune for (15-22) years of experience. Apply Now!

Job Description for Vice President - Customer Service - NBFC  in COE Solution in  Mumbai Pune for (15-22) years of experience. Apply Now!