Posted By
Posted in
SCM & Operations
Job Code
1200836
AVP - Customer Service - Fintech
Hiring for one of the leading Fintech Company.
Role: AVP - Customer Service
About the role :
- We are looking for self-motivated individuals to be part of our Customer Service team to drive the goals.
- In this role, Incumbent owns the charter of Customer Service, Project Management, Process Improvement, Client Relationship Management & Customer Insights.
Job Details :
- To manage end-to-end customer service unit comprising of large teams servicing customers across different service handling channels (Call Center, Branch walk-ins, Emails, Mobile App, Chat, Social Media Channels etc.).
- Responsible for Managing end to end complaints received from Regulator/Nodal Officer/CEO Office.
- Manage the Outsourced Vendor and Drive Key Process Matrix with increased efficiency.
- Achieve key service metrics like Quality, TAT and Customer Satisfaction goals and work with the team to meet them on a consistent basis.
- Responsible for hiring, training, managing performance & attrition across the team.
- Act as an escalation point for aggrieved customers & take them to closure.
- Work closely/liaising with Various Departments (Operations, Sales, Collections, Legal, Compliance) to drive service delivery channels.
- Accountable for External / Internal Audits for the Team.
- Responsible for end to end execution of Compliance and Strategic Initiatives from Problem Identification through Requirement Definition and Solution Implementations.
- Designing and Implementing Strategy to create Engagement, Retention & Cross Sell.
- Responsible for analyzing and providing inputs to the IT team for required development/enhancement needed for New and Existing applications as well as several automations.
- Assisting from planning to Testing and implementing innovative and scalable platform through IT for Self Service (IVR, Mobile App, What's App Chatbot etc.).
- Great Track record of achieving Turnaround Time for all the Channels.
Skills Required :
- 10+ years of work experience in a fast-paced Fin-Tech / Banking / Financial Services / NBFC industry.
- Self-starter with a proven track record of driving customer success at all levels.
- Good at Handling stressful situations and deadline pressures well.
- Highly data-driven with a commitment to progress. Excited about driving and tracking a consistent engagement process with customers.
- Demonstrated ability to develop and manage client relationships in a complex and rapidly evolving environment.
- Must be analytical, data driven, and demonstrate keen observation skills.
- Must be a self- starter with strong energy, passion and initiative and manage without extensive supervision.
- Must insist on the Highest Standards of Customer Experience and deliver outstanding experience for the end customer.
- Fast & responsive for management updates.
- Must be flexible and adapt to the requirements of dynamic operations.
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Posted By
Posted in
SCM & Operations
Job Code
1200836
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