Customer Service Team leader

20 hours ago

Goregaon, Maharashtra, India AnandRathi Full time ₹ 15,00,000 - ₹ 25,00,000 per year

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& HL), 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.
  • 1015 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)

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