1 Finance - Manager - Customer Experience

1 week ago


Mumbai, India 1 Finance Full time

Key ResponsibilitiesClient Management:- Own and manage the complete customer experience from onboarding onwards.- Serve as the primary point of contact for all customer queries, feedback, and escalations.- Ensure timely updates, clear communication, and proactive follow-ups with clients.Internal Coordination:- Coordinate and collaborate with various internal teams (Operations, Sales, Compliance, etc.) to efficiently resolve customer issues.- Track and manage client journeys using relevant tools, ensuring all updates and interactions are thoroughly documented.Process Improvement:- Identify friction points and areas for improvement within the customer journey.- Share valuable insights from customer interactions to help refine and optimize internal processes and services.Relationship Building:- Build strong trust and long-term relationships with clients to increase customer satisfaction and loyalty.- Act as a client advocate to ensure their needs and concerns are addressed promptly and effectively.Required Skills & QualificationsIndustry Experience:- Must-have experience in the NBFC (Non-Banking Financial Company) or P2P (Peer-to-Peer) lending industry.- Prior experience in fintech, banking, or other service-based industries is highly desirable.Core Competencies:- Strong interpersonal and communication skills (both written and verbal).- A demonstrated problem-solving mindset and a proactive approach to addressing customer issues.- Excellent time management and multitasking abilities to thrive in a fast-paced environment.Analytical Skills:- Exposure to customer journey mapping or process optimization is a plus. (ref:iimjobs.com)



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