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.