Job Description
Role Purpose
Drive customer service excellence by leading operations, managing escalations, and improving customer experience across all touchpoints in the NBFC business.
Key Responsibilities
- Lead end-to-end customer service function across channels
- Own customer experience metrics and ensure consistent SLA adherence.
- Manage a team of executives drive productivity, quality, and engagement.
- Handle complex/high-value customer escalations and ensure closure.
- Analyze customer feedback, complaints, and service data to identify improvement areas.
- Work closely with cross-functional teams (Sales, Credit, Collections, Ops, Tech) to resolve issues and streamline processes.
- Drive process improvements and automation initiatives to enhance service efficiency.
- Ensure compliance with RBI guidelines and internal policies.
