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NeoGrowth - DVP - Collection Call Center
2 weeks ago
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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