Customer Service & Operations Manager - Lending FinTech/NBFC

- Ensuring maximization of customer satisfaction

- Anticipating the customer needs and their potential problems and seek out ways to increase customer satisfaction. Handling routine and non-routine customer questions, problems, and concerns

- Ensuring that all customer concerns and complaints are satisfactorily resolved within the given timelines

- Be accountable for managing and directing the daily activities of the Lending operations department

- Oversees all lending functions, which includes sales, funding, processing, and closing

- Process Business Loan files with a minimal turnaround time and adhering to time line along with as per the policies and processes laid down by the company

- Overseew daily administration of loan processing team

- Be responsible for process improvements, recommends solutions to improve departmental productivity, efficiency and quality of service

- Oversee new mortgage product & service development, as well as reviewing and recommending changes to existing product suite for continued enhancements

- Responsible for meeting growth objectives- revenue growth by evolving and implementing a customer relationship plan. Prevent attrition of customers by retaining them.

- Adherance to compliance, legal and regulatory standards

- Collaborate with different business divisions of the bank to offer highest level of customer satisfaction within desired time frame and no escalation.