Lead - Customer Service Strategy - Financial Services

About the client:

- Company Name: Hero Fincorp Ltd

- Industries: Banking / Financial Services / Broking

- Company Type: Forbes Global 2000

- Funding Stage: Series D and beyond

- Headquarter Location: Delhi NCR

- Nature of Offering: Product & Services

- Founding Year: 2001

- No of Employees: 1001-5000

Lead Customer Service Strategy

Key Responsibilities:

Note - Should have experience in managing Customer Services of a mid-sized Retail portfolio at any leading financial services company.

- To design and implement a strategy for the Customer Service function which provides adequate channels for customers to interact, ensures an omni-channel customer experience, assures adequate capacity to respond within published turnaround times and continuously improves the customers satisfaction on the interaction with the company.

- Assures the quality of service through audit of interactions, training programs of the personnel, planning of adequate capacity and various process improvement initiatives

- Customer satisfaction: Measure and improve the satisfaction of customers of the experience of interacting with the company across various channels through execution of well-defined interaction strategies and closure of improvement measures in coordination with other departments.

- Ensure adequate reporting which provides visibility to the efficacy of various initiatives and channels

- Drive the increased adoption of digital channels through addition of channels (IVR, Mobile app, integration with Social Media, WhatsApp etc) and the implementation of easy-to-use features covering various scenarios of service requests, complaints, cross-sell etc.

- Cross sell: Enable cross-sell through well designed use cases covering various channels, track and improve conversions

- Lead the operating teams including goal-setting, performance management and leadership development

- Development of vendors who can perform outsourced tasks in a compliant and efficient mannerz

Primary Skills:

- Demonstrated expertise in managing operational processes pertaining to receiving customer service requests & complaints and their resolution

- Expertise in digitization of the operational processes covering various aspects of customer servicing including both customer-facing as well as internal processes across various departments.

- Experience in managing outsourced servicing processes

- Ability to measure and improve capability of processes, either operational or customer servicing.

Qualification - Post-graduation/ MBA

Location - Delhi

Note - Interested candidates can share their cvs or can call in 9711096905

Sangeeta Das
Manager - Talent Acquisition