Customer Service Team Leader

19 hours ago

New Delhi, India Anand Rathi Global Finance Limited Full time

Key Responsibilities- Lead the customer service team across branches and digital platforms to ensure consistent service delivery. - Develop and implement customer service policies, processes, and SLAs to ensure prompt query resolution and complaint management. - Monitor customer satisfaction levels and implement initiatives to improve Net Promoter Score (NPS) and retention. - Manage escalation handling, ensuring resolution within defined timelines as per RBI/NBFC guidelines. - Collaborate with Sales, Operations, Collections, and Risk teams to streamline customer communication. - Implement training and coaching programs for service staff to enhance customer interaction quality. - Ensure regulatory compliance in grievance redressal and reporting to regulatory bodies. - Drive automation, digital adoption, and self-service solutions for customer convenience. - Analyze service metrics, prepare MIS, and present dashboards to senior management with recommendations. - Act as a customer advocate within the organization, ensuring feedback is integrated into product and process improvements.Key Skills & Competencies- Strong understanding of NBFC operations, retail lending products (LAP) and regulatory requirements. - Proven track record in leading customer service teams at a senior level. - Excellent problem-solving, conflict resolution, and escalation management skills. - Ability to work with cross-functional teams and senior leadership. - Strong communication, presentation, and stakeholder management skills. - Analytical mindset with the ability to use data for decision-making.Qualifications & Experience- Graduate / Postgraduate in Business Administration, Finance, or related field. - 10–15 years of experience in customer service, preferably in NBFCs, Banks, or Financial Services. - Minimum 5 years of leadership experience in managing large teams and multi-location operations.Location :- Goregaon East (Mumbai)

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