Assistant Vice President - Analytics - Customer Service Domain - Fintech NBFC

AVP Analytics Role with Leading Fintech NBFC

1. Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards;

2. Resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.

3. Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.

4. Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

5. Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.

6. Accomplishes information systems and organization mission by completing related results as needed.

Skills and Competencies :

- IT Savvy and good exposure to analytics tool like R

- Preferred to be hands on with Analytics tools like SAS, SPSS

- Proficient in Predictive modeling, applying various Multivariate Analysis techniques like Linear Regression, Factor Analysis, Cluster analysis, Jacquards Analysis, Structural Equation Model, Correspondence analysis on Survey data

- Worked on Data Mining techniques like Market Basket Analysis and CHAID

- Ability in MIS and dashboard management for the Senior Management

- Exposure to BIU tools preferred

- Good business sense and ability to present key findings to the management in a succinct way

- The ability to motivate and lead a team of analytics, analyst and developer profiles

- Initiative and enthusiasm

- Good communication and 'people skills'