Capability Manager

2 weeks ago


Uncha Samana, India BharatPe Full time

Functional ExpertiseResponsible for resolving customer issues at customer and product level bothAnalyze and interpret large volumes of data to identify trends, patterns & insights related to Collections performance.

Responsible for process improvements and innovation to create business benefit, increase customer satisfactionSupport inbound call center, field and calling team in getting the customer issues resolved within specified TAT Be pro-active in looking for process improvements and implementation of the sameIdentify operational improvement opportunities and drive implementationTimely and effective communication with internal departments for issue resolutionShould be able to train and coach the third party vendors on our CoC and Ethics guidelines.

InteractionCollaborate and consult with members of the business execution team to drive strategyGet various departments ( Tech Product Business) to coordinate for problem Solving implementing changes in SLA as per principal partner's requirement.

Work closely with Internal teams and ensure to resolve the customer issues received in minimum TAT.Coordination with Product and Tech team to resolve the issues from its core.

Problem solvingPerform assessment through fact findings approaches to solving complex issues.

Take ownership of the inquiry / dispute and be able to diagnose customer issue and resolve to deepen relationship and achieve highest level of customer satisfaction.



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