Job Description

Role Purpose
Drive customer service excellence by leading operations, managing escalations, and improving customer experience across all touchpoints in the NBFC business.

Key Responsibilities

  • Lead end-to-end customer service function across channels 
  • Own customer experience metrics and ensure consistent SLA adherence.
  • Manage a team of executives; drive productivity, quality, and engagement.
  • Handle complex/high-value customer escalations and ensure closure.
  • Analyze customer feedback, complaints, and service data to identify improvement areas.
  • Work closely with cross-functional teams (Sales, Credit, Collections, Ops, Tech) to resolve issues and streamline processes.
  • Drive process improvements and automation initiatives to enhance service efficiency.
  • Ensure compliance with RBI guidelines and internal policies.

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