job description
associate director- customer services in ahmedabad
Job Location: Ahmedabad
Position : Director-Customer Service/Grievance Redressal and Nodal
Reporting : Chief of Revenue Operations and Disbursements
Job Description
. Lead a specialist team to manage issue resolutions and corrective actions whilst also liasing
internally with risk management and externally with regulatory authorities
. Drive transparent grievance resolution by improving customer resolution and complaint
management driving RCA and provide oversight on reporting, exposure and severity and MI
information. Monitor Social Media and resolve customer service grievances received
through social media
. Manage regulatory communications and interactions with Banking /NBFC Ombudsperson
Offices, RBI and other regulators, represent Lendingkart as the Nodal Officer in Regulator
Meets and Customer Service Committees and drive continuous monitoring, implementation
and corrective actions in the grievance redressal processes
. Laise with various stakeholders across the organisation to ensure that customer escalations
are resolved quickly and effectively, including working with product and technology teams to
build and drive resolution for customers across all customer touchpoints
. Implement the risk policies and processes (operational, regulatory, financial, informational,
reputational and audit risks), ensuring that that these meet regulatory and internal
requirements.
What we are looking for
. Domain knowledge – An individual who has led customer service team in past, has 7 to 10
years of experience in grievance redressal, has a strong pedigree (MBA or CA), played key
roles in digitising customer service process in the past
. Influencer and relationship management – Understand customer needs and provide
customized solutions, influence customers and build relationships along the way. Always
have a customer-first approach and a keen eye for details.. Strong communication – Is well-versed with both written and verbal communication. Can
articulate well with the customer, clearly call out the problem statement and seamlessly
explain solutions to the customer
. Lead Teams – Has lead teams in past in customer service, preferably BFSI and is a good team
player and is skilled at driving teams while keeping them motivated and engaged .
. Data & Analytics driven – Knowing metrics which drive the business, knowing your numbers
and problem solving organization wide challenges are what drive you
. Background of having worked in a Technology atmosphere with a problem solving attitude
related to the Products using data analytics .
. Customer Obsession – Given this role leads multiple customer touchpoints, an obsessive
mindset towards improved customer experience and digital journeys is critical for success
skills
Customer service
qualification
MBA/PGDM, MCA
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