![NeoGrowth Credit Pvt Ltd](https://media.trabajo.org/img/noimg.jpg)
Avp / Dvp- Collections Call Center
2 weeks ago
**Department**: Customer Service
**About Us**
NeoGrowth is a new-age digital lender, with a focus on Micro, Small, and Medium Enterprises (MSMEs). We are a Systemically Important, Non-Deposit taking Non
- Banking Financial Company (NBFC-ND-SI), offering a wide range of products tailored to the dynamic needs of small businesses. Our data science and technology-led approach enable us to offer quick and hassle-free loans to MSMEs across 70+ segments across 25+ cities in India. We offer a unique daily repayment option to our customers with multi-channel repayment modes. We have served and engaged with 1,00,000+ businesses and supported them with their growth ambitions. We not only help small businesses grow but also drive financial inclusion making a positive social impact.
**Job Profile:
- **
End to end manage the Collections 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
Pay: ₹1,800,000.00 - ₹2,500,000.00 per year
**Benefits**:
- Health insurance
- Life insurance
- Provident Fund
Schedule:
- Day shift
- Monday to Friday
Supplemental pay types:
- Performance bonus
Work Location: In person
Expected Start Date: 01/07/2024
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