NeoGrowth - DVP - Collection Call Center

2 weeks ago


Mumbai, Maharashtra, India NeoGrowth Credit Pvt. Ltd. Full time

Job Profile:

End to end manage the Collection through customer service operations along with the team.

Key Responsibilities:

WRT Operations:

  • Responsible for scaling the Customer Service Operations and Service Excellence
  • Manage End to End Service Delivery and ensure world class service experience to the customers
  • To ensure Service Delivery in conjunction with the Service Delivery Managers and Business Unit Heads/Functional Heads
  • Getting in place a timely & accurate Reporting / Management Information analysis
  • For Customers, Management
  • TAT Management, Process Improvements, Regulatory Compliance, Audits
  • Process/Transactional Level
  • Lead CSAT project to deliver high quality service through all touch points in a finance value chain for the Customers
  • Management of overall cost of servicing a customer, customer service operations
WRT Strategy:

  • To design customer service strategy and initiatives in line with the objectives of the company and ensure that Organizations Customer Service is benchmarked across the industry
  • To enhance the Service Reach/Access, collaborating with the respective Business/Functional Heads
  • To build and work in tandem with Technology team for scaling up innovative modules for Predictive Customer Behavior and understand the pattern on kind of issues or escalations
  • Modifying/Developing process, work flow, TAT SLAs and escalation matrix
WRT Customer feedback:

  • Prompt qualitative response to query from Clients & Customers
  • Manage Dash board of activities in time & take corrective action based on it


Team Management
  • Ensure Training and Learning Initiatives, Adherence to discipline, punctuality and compliance by the team & Attrition Management
  • Optimizing Staff cost & Operational costs
Qualification & Experience:

  • 15+ years of experience
  • Preferred Post Graduate in MBA
Skills and Competencies:

  • Strategic and tactical planning
  • Resource optimization
  • Client servicing & Relationship Management
  • Experience in managing P&L
  • Team building and leadership
  • Quality expert
  • Business Intelligence
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