
Senior Operations Lead
2 weeks ago
Job Title: Senior Operations Lead
About the JobWe are seeking an experienced Senior Operations Lead to join our team. The successful candidate will be responsible for managing customer service teams, driving business growth, and delivering exceptional customer experiences.
Key Responsibilities:- Manage Customer Service Teams: Oversee the performance of customer service teams to ensure timely resolution of customer queries, requests, and complaints.
- Cross-Sell/Up-Sell: Develop and implement cross-selling and up-selling strategies to drive business growth and revenue increase.
- Maintain Customer Retention: Implement strategies to maintain customer retention rates and resolve escalations specific to regions or states.
- Inter-Departmental Collaboration: Collaborate with other departments to deliver end-to-end services to customers, ensuring seamless communication and process execution.
- Excellent Communication Skills: Possess excellent communication skills in English and local languages.
- Strong Listening and Analytical Skills: Demonstrate strong listening skills and analytical abilities to understand customer needs and provide effective solutions.
- Market and System Knowledge: Have sound knowledge of markets and systems.
- Product Knowledge: Possess product knowledge of HL/LAP/Business Loan.
- Technical Proficiency: Be proficient in handling mails, Word, Excel, PowerPoint, MIS, LMS, LOS, and digital systems.
- Graduate or Postgraduate Degree: Hold a graduate or postgraduate degree with a good academic background.
- Minimum 8 Years of Experience: Possess minimum 8 years of experience in service (banking/NBFC sector).
- Team Management Experience: Have experience in handling customer requests through walk-ins, emails, and phone calls.
- Leadership Role: Proven track record as a leader or manager in a team environment.
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