Job Description
Job DescriptionJob DescriptionRole PurposeDrive 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.