NeoGrowth - DVP - Collection Call Center

2 weeks ago


Mumbai, 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

(ref:iimjobs.com)

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