Job Purpose
- Responsible for end-to-end, on-time-in-full service delivery for all customers visiting Aditya Birla Housing Finance Limited (ABHFL) branches or contacting through phone, email, social media, chat, and web portal.
- Ensures smooth handling of walk-in queries across all lines of business and coordinates backend resolution.
- Leads and manages a team of Asset Service Desk Executives to deliver branch-level service excellence, aligned with ABHFL's Q360++ customer experience strategy.
Dimensions
- Business Workforce Number: [To be updated]
- Unit Workforce Number: [To be updated]
- Function Workforce Number: [To be updated]
- Department Workforce Number: [To be updated]
- Number of Branches Covered: 38 (targeting expansion to 100+)
- Volume of Customer Queries: Across multiple LOBs and digital channels
- Channels Covered: Walk-in, phone, email, social media, chat, web portal
- Metrics: SLA adherence, NPS via Mission Happiness, team productivity, audit scores
Job Context & Major Challenges
- ABHFL is a rapidly growing HFC under Aditya Birla Capital with aggressive expansion plans.
- Service operations must evolve with the growing customer base, diversified requests, and multi-channel servicing.
- Physical branch servicing remains crucial due to the nature of housing finance documentation and regulatory compliance.
- The service model must be cost-efficient and scalable, ensuring resolution across both walk-in and digital channels.
Key Challenges:
- Understand diverse customer expectations and respond with appropriate solutions.
- Collaborate across functions such as Sales, Credit, Ops, and IT for timely resolution.
- Monitor and improve internal service processes proactively.
- Manage escalations effectively to avoid delays and regulatory red flags.
- Build systems that align with evolving customer expectations, especially online.
- Lead, coach, and improve performance of Asset Service Desk Executives.
Key Result Areas and Supporting Actions
Managing all walk-in customer queries
- Attend to all walk-in customers at branches across lines of business
- Log and resolve queries through CRM with minimal delay
- Coordinate with backend teams (sales, credit, ops) to resolve escalated issues
Recording and tracking customer queries in CRM
- Record all walk-in and digital queries, complaints, and requests
- Ensure timely follow-up with concerned departments for closure
- Maintain accuracy and completeness of case information
MIS and reporting
- Prepare dashboards and reports on service request volumes, resolution timelines, and SLA compliance
- Share insights with leadership for strategic improvements
- Monitor and report team performance, audit results, and customer satisfaction metrics
Job Purpose of Direct Reports
Relationships
Internal
- Zonal Lead Service: Daily reporting and escalation support
- Head Customer Service: Monthly reviews and service performance discussions
- Sales, Credit, Ops, IT: Continuous coordination for service request resolution and systemic improvements
External
- Customers: Query handling and resolution across channels, including escalated and sensitive cases
Organizational Relationships
Reports To: Zonal Lead Service
Direct Reports: Asset Service Desk Executives (ASDs)
Peers: Other Branch or Regional Service Leads
