AVP Customer Service - Gold Loan

We're Hiring | AVP – Customer Service | Gold Loan

Location: Mumbai

Experience: 8–12 Years

Industry: NBFC / Gold Loan / Financial Services

We are looking for an experienced AVP – Customer Service professional to lead customer service and contact centre operations for the Gold Loan business.

Key Responsibilities:

• Manage a team of 40-45 direct telecallers handling lead generation, customer service & welcome calling

• Drive daily productivity, service levels, quality & overall team performance

• Set performance goals and ensure achievement of business & customer service objectives

• Conduct performance reviews, coaching, feedback & training

• Manage PAN India helpline operations including calls, emails, complaints, service requests & escalations

• Ensure timely resolution of customer queries, grievances & backend requests

• Develop, implement & regularly review SOPs for Contact Centre & Customer Service operations

• Establish clear roles, processes & escalation mechanisms

• Drive Gold Loan lead generation through existing & current customer segments

• Leverage contact centre operations for welcome calling and lead generation initiatives

Interested candidates can share their updated CV at:

[Confidential Information]

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