job description
director post terms in ahmedabad
Job Description- Director-Post Terms Responsibilities We primally need people from fintech’s/start-ups, someone who can work in anon-branch model. The candidate should have experience around Ops combined with Sales, notessentially be together but past experiences of Sales and lending will also do. Define and optimize customer journey Define the vision of a great customer experience in the post-terms journey Standardize the template for onboarding and serving customers in yoursegment Define and oversee lifecycle processes/touch points, including exec definedbusiness plan and program Personally, manage escalations from your direct reports, and follow amethodical escalation process to execs in Lendingkart Identify opportunities for continuous process improvement by engaging SixSigma and Lean methodologies to enhance overall customer experience of Lendingkart Drive true value for Customers with ‘Outside In’ approach Be an expert on best practices in change management Promote the Challenger approach amongst your team members and crossfunctions Find ways to deeply understand our customers objectives and become atrusted righthand advisor Determine how to define, drive, and demonstrate the value (ROI) delivered Lead cross-functionally to drive customer success Clarify ownership for each part of the customer journey Gather feedback from other departments/functions, including Renewals &Expansion, Sales, Services, Support, Product and other opportunities Improve the customer experience/NPS/CE score Advocate for changes in other departments ways of working (includingonboarding process of partners) and collaborate with them to implement those Drive company-wide (Lendingkart) definition of ideal customer Create company-wide customer feedback loop and mitigation plan Help foster Lendingkart-wide culture of Customer Success Drive alignment with Renewals & Expansion and Sales Align on renewal and up-sell strategy and focus on selling with a retentionfocus and drive revenue, make a profit centre out of a cost centre Give feedback to Sales and Marketing on prospecting approach .Ensure smarthand- off Define CSM involvement during sales cycle Be the best user of Gainsight in the world Promote adoption of key processes in Gainsight, including Success Planprocess, Habits process, License Deployment process, Risk process Ensure Lendingkart s single source of truth for customer health and itscontinuous success Develop ideas and implementation plan, share during MBRs/QBRs/YBRs Own key metrics for your team Gross top up/renewal rate Disbursement TAT , contribute and play a key role in automation objectives Embrace and adopt technology ,automation for business scale up and growth Up-sell and Cross sell with identified business opportunities Habits / product adoption metrics Deployment of new tools and technique NPS IRR and risk grade mix Agent productivity, training and up-skilling Employee NPS / team member satisfaction Own the financial model for your team, including projections of costs andnew hires, and forecasts of renewal and upsell rates Understanding of the Post disbursal journey and drive team for portfoliocoverage Fair understanding of compliance and regulatory framework Recruit, mentor, groom and inspire a world-class team Establish a rigorous interview process Set expectations on performance and give feedback Manage out underperformers Set up training and mentoring to grow team Create culture of massive customer delight Communicate and incant to drive performance cross functions and improveoverall C- SAT and NPS scores for all internal departments and Lendingkart as anOrganisation
skills
Operation Sales
qualification
Any
Source link
