Assistant Vice President - Customer Service - FinTech

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.