Bajaj Finserv - National Manager - Centralized Customer Service Operations - Loans

- Lead Centralized Customer service team for the company

- Develop best in class strategy for customer service & Customer experience

- To be the custodian of the customer experience through involvement in the development of experience design and identifying to drive change management where there is a business need

- Devise and implement innovative self-service support strategies that empower and reduce customer effort

- Collaborate across other departments to ensure voice of the customer is represented

- Responsible for the execution and enhancing the Customer efforts Analysis, insight and Action planning

- Drive improvement across the customer touchpoints and time of resolution

- Publishing a monthly analysis on customer experience based on the NPS and guiding the team for continue improvement

- Build a relationship with business stakeholders to deliver on their business objectives whilst maintaining a remarkable customer experience.

- Collaborate and work with multi-functional partners and internal stakeholders, across lines of business, Design, Technology, Risk, and Decision Management

- Manage partners and drive for adherence to SOP , SLAs , quality check and training of agent

- Update to partner on new product and process

- Responsible for daily activities of Backoffice as per the standard process

- Ensuring customer escalations on Social Media, SMT, Regulator are handled correctly and well within the TAT decided

Team Management -

- Lead a Team of Centralized Customer Service Unit

- Effectively manage Team Managers with multiple product lines for Loans, Insurance, Investment, Payments & eComm.

- Drive a Healthy team culture to enable deliverables in a high Pressure, high velocity environment.

Academic Qualifications:

- MBA from Tier I/II B-School

- Bachelor's degree

Professional Qualifications:

- Min 12 years of experience in Customer Service & Experience for lending, insurance, investments products and digit service.

- Strong critical thinking, problem solving skills

- Confidence to operate in a customer centric manner, focused on decision making, with a 'Never Back Down' attitude

- Experience in leading Customer service and experience

- Strong people leadership skills, ability to build team culture and develop team members and ability to multitask and coordinate with cross functional team and stake holders

- Excellent written and verbal communication and presentation skill