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Vice President - Customer Service - NBFC

15.00 to 22.00 Years   Mumbai City   12 Jun, 2023
COE SOLUTION CONSULTING LLP
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaSBU Head / CEO / Director
EmploymentTypeFull-time

Job Description

    VP - Customer Service - NBFCImportant points :- Prior exp in NBFC / Bank customer service is a must- Willing to move to Mumbai / PuneQualification: MBA with 15 plus years of experienceGrade offered : VPJob Role:- Managing Customer Service function through all channels and be responsible for end-to-end customer contact processes and the associated customer experience, supporting cross team initiatives to drive improvements, improve efficiency and reduce complaints.- Build and manage a team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys- Ensure all customer Request / Queries / Complaints are addressed within time limits- Create and implement an analytics strategy for best-in-class service delivery.- Build customer first approach for the business, including with the outsourced partners- Encourage problem-solving, strategic thinking and customer-orientation amongst the team- Ensure all tools like personal interaction, telephonic interaction and digital and written communication are used to reach the customers effectively- Develops and implements training and quality assurance programs for new hires and experienced employees.- Design and implement measurement tools for customer service experience and provide periodic reports to senior managementRequirement:- University graduate/Postgraduate in Business, Operations Management or Finance, with over 15+ years relevant experience- Strong supervisory and leadership skills. Strong background in leading customer excellence teams in the fintech/ finance sector- Should understand the accounting principles, borrower ledgers, banking rules and regulations related to retail assets- Should be comfortable with technology- Meticulous in working and maintaining record.- Must have handled large volumesSoft skills:- Team player- Positive and customer service attitude for internal and external customers.- Active Listening- Empathy and Understanding- Creative Problem Solving- Follow-Up Questioning,

Keyskills :
quality assurancecustomer servicecost controlproject managementautomationnew hirescustomer contactmeasurement tools

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