Post :Customer Support Specialist Experience : Min 3 yrs to Max 6 yrs BPO or KPO exp is must Strong Communication skills Company Name: CRIF Solutions Pvt Ltd (https://www.crif.com/) Company Profile CRIF Solutions is a captive business center of CRIF businesses across the globe. CRIF is a global leader in credit bureau services, business information systems, and credit and risk management solutions to support banks and financial institutions, insurance companies, telecommunication, utilities and general businesses in every phase of the customer relationship cycle. From strategic planning to the final acquisition and management of the client's portfolio. CRIF also allows consumers to access their credit information and assists them in making more secure decisions in credit and real estate market Job Description • Manage daily incoming loan volumes for every Lender and to ensure the completion of work within SLA. • Coordinate with counterpart in US, Dealerships or Lenders for fast resolution and quick funding of customer’s car loan. Need to Review and validate loan documents as per procedure and forward it to the Funding team. Manage quality of work and maintain team quality target. • Achieve daily required required KPI’s (Attendance, Production, AHT, Attributes, quality score) • Need to manage all Lender specific process update. Also share the same with entire team and keep record of all process update. • Work within established regulation and adhere to US Law requirements all the time. Supplementary: • Language skills: fluent English • Excellent customer service skills some ability to manage clients through phone calls and emails with the utmost professional conduct Intermediate experience in Microsoft Office tools (Word, Excel, PowerPoint) • Ability to multi-task at a Self-learning ability and high initiative encouraged Show more Show less
10-15 years of working experience in managing team with internal and external clients in structured contexts in an international environment. Knowledge of SCRUM Methodology. Must have experience in .net technologies good understanding of Sql Server/Oracle database Strong communication skills Good Negotiation skills in terms of estimations Good to have: basic knowledge of XML, Json basic knowledge of AWS/Azure Cloud Services PMP Certified Responsibilities: should be able to lead the team. Estimate, plan, run and monitor projects Manage risks, resources, project costs, Budget, OLA/SLA Promote agile methodologies Manage the client calls Works on requirements together with business unit Handling unexpected challenges confidently Coordinating with stakeholders, clients, and technical teams. Identifying and mitigating potential project risks Track progress and provide updates to stakeholders Defining roadmaps and project goals
Job Summary: As a Customer Support Specialist , you will be the frontline expert for managing and resolving high-priority or complex customer issues that have been escalated beyond standard support channels. They will act as a liaison between customers, internal teams and financial institutions, ensuring timely, empathetic, and effective resolution while identifying root causes and driving continuous improvement. Key Responsibilities: • Monitor and manage the escalation queue to ensure timely response and resolution • Managing complaints received from Reserve Bank of India • Investigate and resolve escalated customer issues with a focus on root cause analysis • Collaborate with internal teams and financial institutions to resolve the escalated cases • Maintain detailed documentation of escalated cases and actions taken • Provide feedback to frontline agents to reduce future escalations • Identify trends in escalations and recommend process or policy improvements • Ensure all escalations are handled in accordance with SLAs and quality standards Desired Skills & Experience: • 5–6 years of experience in customer service, preferred with at least 2 years’ experience in managing escalations or critical task queues. • Strong problem-solving and conflict-resolution skills • Excellent verbal and written communication • Ability to remain calm and professional under pressure • Proficiency in ticketing systems • Strong organizational skills and attention to detail • Ability to multitask and prioritize in a fast-paced environment
B2B account management & acquiring new customers in the assigned geography. · Candidate may be required to manage a team of Client Relationship Managers and ensure achievement of the team’s revenue targets and business objectives. · Effectively network and establish relationships with key account stakeholders, including understanding their business requirements. · Identify, sell, close, and manage potential opportunities within existing customer relationships. · Prospect sales opportunities from new customers to generate incremental revenue. · Build expertise in CRIF High Mark’s products & solutions, collaborate with subject matter experts to develop strategic solutions to address customer requirements. · Create use case-based sales pitches, derive inferences from aggregated data and identify business opportunities. · Build and manage a healthy sale pipeline in CRM. · Willingness to work in a dynamic environment and demonstrated self-driven behaviour towards increasing individual competence. · Postgraduate; Preferably MBA in Sales & Marketing. · 10-15 years of experience in B2B BFSI Sales, relationship management at banks (retail or SME), or selling information services or information products (not software). · Fair understanding of the credit bureau solution and lending system in India. · Knowledge of sales / presales to banking, insurance or telecom clients + understanding of end customer lifecycle for these segments is preferred. · Understanding of technology, data analytics and IT systems is preferred. · Previous experience in Institutional Sales and Business Development activities such as opportunity assessment, lead generation and deal closure. · Proven track record of achieving sales targets and growing revenue through consultative selling. · Strong communication, organizational, verbal & written skills and demonstrated ability to build strong client relationships. · Proficiency in MS Office applications and other relevant software applications. · Flexibility to travel as needed.
As a Network Security Lead with 7+ years of total experience and 5+ years of relevant experience, your main responsibilities will include: Network Infrastructure Design and Implementation: Deploying and configuring network devices such as routers, switches, firewalls, load balancers, and other networking equipment. Team Leadership and Mentorship: Providing technical leadership and mentorship to a team of network engineers by setting clear objectives, priorities, and expectations. Ensuring timely delivery of projects. Network Security: Implementing and enforcing network security best practices, including access control, encryption, intrusion detection/prevention, and security policy enforcement. Conducting regular security assessments and audits to identify and remediate vulnerabilities. Performance Optimization and Monitoring: Monitoring network performance, analyzing network traffic patterns, and identifying opportunities for optimization. Troubleshooting network issues and providing timely resolution to minimize downtime. Collaboration and Stakeholder Management: Collaborating with cross-functional teams, including IT, engineering, and business units, to align network solutions with business objectives. Providing updates on network projects, initiatives, and performance metrics to stakeholders. Audit and Compliance: Conducting regular audits to ensure compliance with industry standards, regulations (such as ISO, HIPAA), and internal policies related to network security, data protection, and infrastructure management. You should possess the following skills and knowledge: - Proficiency in configuring network devices from various vendors such as Cisco, Juniper, Palo Alto Networks, etc. - Deep understanding and practical experience with TCP/IP suite protocols and routing protocols like OSPF, BGP, EIGRP, and RIP. - Hands-on experience with implementing network security measures such as firewalls, IDS/IPS, VPNs, encryption, access control mechanisms, and security policies. - Strong troubleshooting skills using command-line tools and packet capture tools. - Experience in designing, deploying, and managing wireless networks and implementing security measures. Qualifications required for this role include: - Bachelor's degree in computer science, Information Technology, or related field. Master's degree preferred. - 10 years of experience in network engineering, with at least 5 years in a leadership or managerial role. - Expertise in network design, implementation, and administration, including TCP/IP, VLANs, VPNs, and routing protocols. - Hands-on experience with network hardware from leading vendors. - Industry certifications such as CCNP, CCIE, CISSP, or equivalent are highly desirable. - Experience with cloud networking technologies is a plus, such as AWS, Azure, Google Cloud.,
Key Responsibilities: Compliance Management: Develop, implement, and maintain a robust compliance framework, policies, and procedures in line with applicable laws, regulations, and industry best practices. Monitor changes in regulatory requirements and update internal policies and procedures accordingly. Conduct regular compliance reviews and risk assessments to identify potential areas of non-compliance and recommend corrective actions. Ensure timely and accurate filing of all regulatory reports and disclosures. Provide guidance and training to employees on compliance-related matters. Company Secretarial Functions: Manage all company secretarial activities, including board meetings, general meetings, committee meetings, and preparation of agendas, minutes, and resolutions. Ensure compliance with the Companies Act, 2013, and other corporate laws. Maintain statutory registers and records accurately. Handle all corporate governance matters. Liaising & Stakeholder Management: Act as the primary point of contact for regulatory bodies, external auditors, legal counsel, and other external stakeholders on compliance and secretarial matters. Build and maintain strong relationships with internal stakeholders, including senior management, department heads, and legal teams. Effectively communicate compliance requirements and updates across the organization. Audit Coordination: Coordinate with internal and external auditors for compliance, secretarial, and other relevant audits. Facilitate the audit process by providing necessary documentation and information. Ensure timely resolution of audit observations and implementation of recommendations. Communication Skills: Possess excellent written and verbal communication skills to articulate complex regulatory requirements clearly and concisely to diverse audiences. Prepare comprehensive reports, presentations, and other compliance-related documentation. Qualifications: Education: Qualified Company Secretary (CS) from the Institute of Company Secretaries of India (ICSI). Experience: 3-6 years of progressive experience in compliance management and company secretarial roles, preferably within a [mention relevant industry, e.g., financial services, manufacturing, IT] environment. Proven experience in liaising with regulatory authorities and managing audit processes. Skills & Competencies: In-depth knowledge of corporate laws, regulatory frameworks, and compliance best practices. Strong analytical and problem-solving abilities. Exceptional attention to detail and organizational skills. Ability to work independently and as part of a team in a fast-paced environment. High level of integrity and ethical conduct.
As a Customer Support Specialist, you will be the frontline expert responsible for managing and resolving high-priority or complex customer issues that have been escalated beyond standard support channels. Your role will involve acting as a liaison between customers, internal teams, and financial institutions to ensure timely, empathetic, and effective resolution while also identifying root causes and driving continuous improvement. Your key responsibilities will include monitoring and managing the escalation queue to ensure timely response and resolution, managing complaints received from the Reserve Bank of India, investigating and resolving escalated customer issues with a focus on root cause analysis, collaborating with internal teams and financial institutions to resolve the escalated cases, maintaining detailed documentation of escalated cases and actions taken, providing feedback to frontline agents to reduce future escalations, identifying trends in escalations and recommending process or policy improvements, and ensuring all escalations are handled in accordance with SLAs and quality standards. The ideal candidate for this role will have 5-6 years of experience in customer service, with at least 2 years of experience in managing escalations or critical task queues. You should possess strong problem-solving and conflict-resolution skills, excellent verbal and written communication abilities, the capacity to remain calm and professional under pressure, proficiency in ticketing systems, strong organizational skills, attention to detail, and the ability to multitask and prioritize in a fast-paced environment.,
As a Customer Support Specialist, you will serve as the primary point of contact for addressing and resolving high-priority or intricate customer concerns that have been elevated beyond standard support channels. Your role will involve acting as a mediator between customers, internal teams, and financial institutions to ensure prompt, empathetic, and efficient issue resolution, while also pinpointing underlying causes and promoting continuous enhancement. Your responsibilities will include closely monitoring and managing the escalation queue to guarantee timely responses and resolutions. You will be responsible for handling complaints received from the Reserve Bank of India and delving into and resolving escalated customer issues with a primary focus on root cause analysis. Collaboration with internal teams and financial institutions to resolve escalated cases, along with maintaining detailed documentation of escalated cases and the corresponding actions taken, will also be part of your duties. Moreover, you will be expected to provide constructive feedback to front-line agents to mitigate future escalations, identify patterns in escalations, suggest improvements to processes or policies, and ensure that all escalations are managed in compliance with service level agreements (SLAs) and quality benchmarks. The ideal candidate for this role would have a minimum of 5-6 years of experience in customer service, with a preference for at least 2 years of experience in handling escalations or critical task queues. Strong problem-solving and conflict-resolution skills, excellent verbal and written communication abilities, the capacity to maintain composure and professionalism under pressure, proficiency in ticketing systems, strong organizational skills, attention to detail, and the ability to multitask and prioritize effectively in a fast-paced environment are desired skills and experiences.,
As a Network Security Lead with over 7 years of total experience and 5+ years of relevant experience, your primary responsibilities will include designing and implementing network infrastructure, deploying and configuring network devices such as routers, switches, firewalls, and load balancers. You will lead and mentor a team of network engineers, setting clear objectives and expectations to ensure timely project delivery. Emphasizing on network security, you will implement and enforce best practices including access control, encryption, intrusion detection/prevention, and security policy enforcement. Regular security assessments and audits will be conducted to identify and remediate vulnerabilities while staying informed about emerging threats and industry trends to proactively mitigate risks. Your role will also involve monitoring network performance, analyzing traffic patterns for optimization opportunities, and troubleshooting network issues to minimize downtime. Collaboration with cross-functional teams, effective communication with stakeholders, and providing technical guidance to internal teams and external vendors are key aspects of this position. Ensuring compliance with industry standards, regulations, and internal policies related to network security and data protection through regular audits is essential. By focusing on audit and inspection points, you will maintain the integrity, confidentiality, and availability of the organization's network infrastructure while mitigating security risks and complying with regulatory requirements. In terms of skills and knowledge, you should possess proficiency in configuring network devices from various vendors, understanding TCP/IP suite protocols, implementing network security measures, and strong troubleshooting abilities. Experience in wireless networking, collaboration, and communication skills will also be beneficial for this role. To qualify for this position, you should hold a Bachelor's degree in computer science, Information Technology, or a related field with a preference for a Master's degree. A minimum of 10 years of experience in network engineering with at least 5 years in a leadership role is required. Expertise in network design, implementation, and administration, along with hands-on experience with network hardware and industry certifications such as CCNP, CCIE, CISSP, or equivalent will be highly desirable. Experience with cloud networking technologies like AWS, Azure, or Google Cloud is considered a plus.,
Roles & Responsibilities Key Responsibilities: · Create sound internal controls and monitor adherence to them · Monitor and track processes across all verticals under Operations department to ensure process compliance. · He/she should be responsible for implementing and executing inspection, testing, and evaluation methods to ensure that there is an adherence of defined SLAs. · Proactively audit processes, practices and documents to identify weaknesses and suggest ways to strengthen them. · Carry out process audit at defined frequencies to ensure teams achieve desired results and timely delivery. · He / She should be able to coordinate with relevant stakeholders to ensure that they are well versed with the processes. · Must maintain accurate and up-to-date documentation of all processes, including standard operating procedures (SOPs), process flows, and other relevant information. · He/she should ensure processes are standardized and compliant with relevant regulations and industry standards. Key Skills: · Atleast 5 years of relevant experience in audit and compliance · Ability to identify and solve problems in a timely and effective manner. · Goal oriented individual with strong interpersonal skills · Ability to work together towards a common goal. · Effective written and verbal communication skills to build strong relationships with colleagues, stakeholders, and vendors. · Must have prior experience in audit or process improvement for at least 3 years. · Candidates with certifications such as ISO 9001, CQPA, CQM would be given preference.
Job Summary: As a Customer Support Specialist , you will be the frontline expert for managing and resolving high-priority or complex customer issues that have been escalated beyond standard support channels. They will act as a liaison between customers, internal teams and financial institutions, ensuring timely, empathetic, and effective resolution while identifying root causes and driving continuous improvement. Key Responsibilities: • Monitor and manage the escalation queue to ensure timely response and resolution • Managing complaints received from Reserve Bank of India • Investigate and resolve escalated customer issues with a focus on root cause analysis • Collaborate with internal teams and financial institutions to resolve the escalated cases • Maintain detailed documentation of escalated cases and actions taken • Provide feedback to frontline agents to reduce future escalations • Identify trends in escalations and recommend process or policy improvements • Ensure all escalations are handled in accordance with SLAs and quality standards Desired Skills & Experience: • 5–6 years of experience in customer service, preferred with at least 2 years’ experience in managing escalations or critical task queues. • Strong problem-solving and conflict-resolution skills • Excellent verbal and written communication • Ability to remain calm and professional under pressure • Proficiency in ticketing systems • Strong organizational skills and attention to detail • Ability to multitask and prioritize in a fast-paced environment
Job Description Supporting and maintaining HR Data and reports. Drafting and processing HR Letters. Must be able to effectively read and interpret information, present numerical data in a resourceful manner, and skillfully gather and analyze information. Manage insurances (GMC, GTLI & GPAI) & provide the deletion & addition data timely to the broker. Support all internal and external audits related to payroll, statutory & ISMS (Information Security-Risk mitigation). Handle Income tax and full and final settlements timely and accurately. Handle payroll, reimbursement, insurance related queries. Ensure maintenance of Statutory registers, Employment related Statutory returns before due date. Adhere to statutory compliances and highlight shortfalls and risks. Statutory returns and ensure compliance with all monthly, quarterly and annual payments and returns. Invoice management & PR submission & tracking. Exit formalities management. Leave and attendance data management and preparing analysis reports. Supporting in payroll, preparing, and checking bank files, Form 11. Must be able to act responsibly if in case ad-hoc accountabilities will be given. Candidate Profile Graduate & MPM/MBA/PGD in Personnel Management/HR or equivalent A minimum of 3-6 years of working experience in Microsoft Excel and MIS Fair understanding and knowledge of statutory compliances & audits will be good to have. Should be well versed with MS Office Suite Hands on experience in data management and presentation. Good written and verbal communication skills Experience: 3 to 6 Yrs Location: Baner, Pune
Job Description – VP Customer Services Location - Pune POSITION DESCRIPTION: The position will be under the Bureau Operations vertical and report directly to the Data Governance & Delivery head. The position allows a great opportunity for anyone looking for good visibility of leadership and in decision making. With the Regulator’s focus on Consumer Grievances and Organisations focus to ensure issues raised by complainants are managed responsibly and on time, this position is very critical for the organisation. This position will work closely with the Data Governance and Delivery Head and other senior executives to execute the organisation’s strategic initiatives to improve operational efficiency. The role requires excellent organizational and communication skills, strong critical thinking abilities, and the capacity to manage multiple tasks simultaneously while handling confidential information with discretion. KEY RESPONSIBILITIES PERTAINING TO CONSUMER GRIEVANCE: Collaborate with senior executives in developing the company’s long-term strategic vision. Lead the implementation of business strategies and monitor their progress. Identify cost-saving opportunities and streamline operational processes to improve the bottom line. Provide leadership, guidance and mentorship to the vertical heads within Customer Services team to implement departmental goals. Build and maintain strong, effective teams that can deliver results. Regularly review and audit customer service & member engagements to maintain high standards of service delivery. Ensuring that any deviation from BAU is highlighted to management on time and risks identified are mitigated. Ensuring that any problems faced by teams are addressed on time to avoid disruption to business continuity and maintain well within the regulatory guidelines. Ensuring that any opportunities of organizational benefit are identified and implemented with ownership. SKILLS AND EXPERIENCE: Proven and relevant work experience of at least 15 years in managing operations with at least 10 years in leadership. Should have excellent communication and influencing skills. Should have experience of leading multiple teams (at least team size of 50). Excellent communication, problem-solving, and decision-making skills. Should be well versed with similar exposures in customer servicing in banking and financial services sector. Strong understanding of Customer Service Life Cycle management. Ability to work effectively in a fast-paced environment and manage multiple priorities. Knowledge of industry regulations and standards related to customer service. Strong analytical skills with the ability to interpret data and make data-driven decisions. Should have managed outsourced vendor from SLAs, productivity matrixes, KRAs and their achievements, recruitments, training of team to deliver excellent services to customers Should be able to work on identify and deliver on projects which results into Cost Optimization, Productivity, efficiencies, TAT reduction, customer experience with a bent of mind to continuously look at areas for automation. Will be catalyst in building CRIF Highmark brand across all spectrums of customer services amongst competing bureaus. Should have experience in conducting NPS & Customer Surveys for implementing best practices.
Job Description - VP Customer Services. Location: Pune. Position Description The position will be under the Bureau Operations vertical and report directly to the Data Governance & Delivery head. The position allows a great opportunity for anyone looking for good visibility of leadership and in decision making. With the Regulator's focus on Consumer Grievances and Organisations focus to ensure issues raised by complainants are managed responsibly and on time, this position is very critical for the organisation. This position will work closely with the Data Governance and Delivery Head and other senior executives to execute the organisation's strategic initiatives to improve operational efficiency. The role requires excellent organizational and communication skills, strong critical thinking abilities, and the capacity to manage multiple tasks simultaneously while handling confidential information with discretion. Key Responsibilities Pertaining To Consumer Grievance Collaborate with senior executives in developing the company's long-term strategic vision. Lead the implementation of business strategies and monitor their progress. Identify cost-saving opportunities and streamline operational processes to improve the bottom line. Provide leadership, guidance and mentorship to the vertical heads within Customer Services team to implement departmental goals. Build and maintain strong, effective teams that can deliver results. Regularly review and audit customer service & member engagements to maintain high standards of service delivery. Ensuring that any deviation from BAU is highlighted to management on time and risks identified are mitigated. Ensuring that any problems faced by teams are addressed on time to avoid disruption to business continuity and maintain well within the regulatory guidelines. Ensuring that any opportunities of organizational benefit are identified and implemented with ownership. Skills And Experience Proven and relevant work experience of at least 15 years in managing operations with at least 10 years in leadership. Should have excellent communication and influencing skills. Should have experience of leading multiple teams (at least team size of 50). Excellent communication, problem-solving, and decision-making skills. Should be well versed with similar exposures in customer servicing in banking and financial services sector. Strong understanding of Customer Service Life Cycle management. Ability to work effectively in a fast-paced environment and manage multiple priorities. Knowledge of industry regulations and standards related to customer service. Strong analytical skills with the ability to interpret data and make data-driven decisions. Should have managed outsourced vendor from SLAs, productivity matrixes, KRAs and their achievements, recruitments, training of team to deliver excellent services to customers. Should be able to work on identify and deliver on projects which results into Cost Optimization, Productivity, efficiencies, TAT reduction, customer experience with a bent of mind to continuously look at areas for automation. Will be catalyst in building CRIF Highmark brand across all spectrums of customer services amongst competing bureaus. Should have experience in conducting NPS & Customer Surveys for implementing best practices. (ref:iimjobs.com)
We're looking for an experienced and highly analytical Business Operations Specialist to join our growing team. In this pivotal role, you'll be instrumental in driving operational excellence, ensuring data accuracy, and providing critical insights to support our business functions – Software & Partnerships. If you're a detail-oriented problem-solver with a passion for process optimization and data-driven decision-making, we encourage you to apply. Responsibilities: Pipeline Management: Conduct regular hygiene checks on pipeline data to ensure accuracy, completeness, and consistency Maintain and update the real-time dashboard by ensuring accurate and timely feeding of pipeline data Marketing Management: Lead and coordinate for marketing initiatives for both functions – Software, Partnerships & alliances Work on required documentation as well as data base management for campaigns Reporting & Analysis: Prepare and deliver accurate daily, weekly, and monthly reports without any misses, ensuring timely distribution to relevant stakeholders Develop and present multi-dimensional performance review templates and views for various functions to key management personnel monthly Ensure timely preparation and delivery of board decks on a periodic basis Conduct in-depth analysis of existing data to identify trends, opportunities, and areas for improvement Operational Efficiency & Process Improvement: Identify bottlenecks and inefficiencies in current workflows across all functions. Design and implement highly effective and streamlined processes to optimize operational efficiency. Reduce administrative tasks by identifying opportunities for process automation and actively working on their implementation. Inside sales & Lead generation activities : Manage lead funnel with various lead generation avenues and track weekly to share timely recommendations Lead outreach and set up key meetings for team members Coordination & alignment with HQ: Work as bridge between Business functions and HQ to coordinate and align on various scheduled as well as ad-hoc reports, initiatives Qualifications: 3-4 years of experience in an MIS, Inside Sales Operations, or Sales Operations role Proficient in data analysis tools (e.g., Excel, SQL, BI tools like Tableau/Power BI) Strong analytical and problem-solving skills with the ability to translate data into actionable insights Proven track record of designing and optimizing operational processes Meticulous attention to detail and a commitment to data accuracy Excellent written and verbal communication skills with the ability to present complex information clearly to diverse audiences Demonstrated ability to manage multiple projects simultaneously and deliver on deadlines Strong interpersonal skills and ability to collaborate effectively with cross-functional teams
About The Job Job Summary: As a Customer Support Specialist , you will be the frontline expert for managing and resolving high-priority or complex customer issues that have been escalated beyond standard support channels. They will act as a liaison between customers, internal teams and financial institutions, ensuring timely, empathetic, and effective resolution while identifying root causes and driving continuous improvement. Key Responsibilities Monitor and manage the escalation queue to ensure timely response and resolution Managing complaints received from Reserve Bank of India Investigate and resolve escalated customer issues with a focus on root cause analysis Collaborate with internal teams and financial institutions to resolve the escalated cases Maintain detailed documentation of escalated cases and actions taken Provide feedback to frontline agents to reduce future escalations Identify trends in escalations and recommend process or policy improvements Ensure all escalations are handled in accordance with SLAs and quality standards Desired Skills & Experience 5-6 years of experience in customer service, preferred with at least 2 years' experience in managing escalations or critical task queues. Strong problem-solving and conflict-resolution skills Excellent verbal and written communication Ability to remain calm and professional under pressure Proficiency in ticketing systems Strong organizational skills and attention to detail Ability to multitask and prioritize in a fast-paced environment (ref:iimjobs.com)
We&aposre looking for an experienced and highly analytical Business Operations Specialist to join our growing team. In this pivotal role, you&aposll be instrumental in driving operational excellence, ensuring data accuracy, and providing critical insights to support our business functions Software & Partnerships. If you&aposre a detail-oriented problem-solver with a passion for process optimization and data-driven decision-making, we encourage you to apply. Responsibilities: Pipeline Management: Conduct regular hygiene checks on pipeline data to ensure accuracy, completeness, and consistency Maintain and update the real-time dashboard by ensuring accurate and timely feeding of pipeline data Marketing Management: Lead and coordinate for marketing initiatives for both functions Software, Partnerships & alliances Work on required documentation as well as data base management for campaigns Reporting & Analysis: Prepare and deliver accurate daily, weekly, and monthly reports without any misses, ensuring timely distribution to relevant stakeholders Develop and present multi-dimensional performance review templates and views for various functions to key management personnel monthly Ensure timely preparation and delivery of board decks on a periodic basis Conduct in-depth analysis of existing data to identify trends, opportunities, and areas for improvement Operational Efficiency & Process Improvement: Identify bottlenecks and inefficiencies in current workflows across all functions. Design and implement highly effective and streamlined processes to optimize operational efficiency. Reduce administrative tasks by identifying opportunities for process automation and actively working on their implementation. Inside sales & Lead generation activities : Manage lead funnel with various lead generation avenues and track weekly to share timely recommendations Lead outreach and set up key meetings for team members Coordination & alignment with HQ: Work as bridge between Business functions and HQ to coordinate and align on various scheduled as well as ad-hoc reports, initiatives Qualifications: 3-4 years of experience in an MIS, Inside Sales Operations, or Sales Operations role Proficient in data analysis tools (e.g., Excel, SQL, BI tools like Tableau/Power BI) Strong analytical and problem-solving skills with the ability to translate data into actionable insights Proven track record of designing and optimizing operational processes Meticulous attention to detail and a commitment to data accuracy Excellent written and verbal communication skills with the ability to present complex information clearly to diverse audiences Demonstrated ability to manage multiple projects simultaneously and deliver on deadlines Strong interpersonal skills and ability to collaborate effectively with cross-functional teams Show more Show less
As a Customer Support Specialist, you will be the frontline expert for managing and resolving high-priority or complex customer issues that have been escalated beyond standard support channels. You will act as a liaison between customers, internal teams, and financial institutions, ensuring timely, empathetic, and effective resolution while identifying root causes and driving continuous improvement. Key Responsibilities: - Monitor and manage the escalation queue to ensure timely response and resolution - Managing complaints received from Reserve Bank of India - Investigate and resolve escalated customer issues with a focus on root cause analysis - Collaborate with internal teams and financial institutions to resolve the escalated cases - Maintain detailed documentation of escalated cases and actions taken - Provide feedback to frontline agents to reduce future escalations - Identify trends in escalations and recommend process or policy improvements - Ensure all escalations are handled in accordance with SLAs and quality standards Qualifications Required: - 5-6 years of experience in customer service, preferred with at least 2 years" experience in managing escalations or critical task queues - Strong problem-solving and conflict-resolution skills - Excellent verbal and written communication - Ability to remain calm and professional under pressure - Proficiency in ticketing systems - Strong organizational skills and attention to detail - Ability to multitask and prioritize in a fast-paced environment (Note: No additional details of the company were provided in the job description),
Role Overview: As the VP of Customer Services under the Bureau Operations vertical in Pune, you will have a crucial role that offers great visibility in leadership and decision-making. You will closely collaborate with the Data Governance & Delivery head and other senior executives to drive the organization's strategic initiatives for operational efficiency. Your role demands excellent organizational and communication skills, critical thinking abilities, and the capacity to handle multiple tasks while maintaining confidentiality. Key Responsibilities pertaining to Consumer Grievance: - Collaborate with senior executives to develop the company's long-term strategic vision. - Lead the implementation of business strategies and monitor their progress. - Identify cost-saving opportunities and streamline operational processes for improved efficiency. - Provide leadership, guidance, and mentorship to vertical heads within the Customer Services team. - Build and maintain effective teams to ensure high standards of service delivery. - Regularly review and audit customer service & member engagements to uphold service quality. - Highlight deviations from Business as Usual (BAU) to management and mitigate identified risks. - Address team problems promptly to maintain business continuity within regulatory guidelines. - Identify and implement organizational benefit opportunities with ownership. Qualifications and Experience: - Minimum of 15 years of relevant work experience with at least 10 years in a leadership role. - Excellent communication, influencing, problem-solving, and decision-making skills. - Experience in leading multiple teams, each with a minimum size of 50. - Strong understanding of Customer Service Life Cycle management. - Ability to work effectively in a fast-paced environment and manage multiple priorities. - Knowledge of industry regulations and standards related to customer service. - Strong analytical skills to interpret data and make data-driven decisions. - Experience in managing outsourced vendors and ensuring SLAs, productivity, KRAs, recruitment, and training. - Proven track record in identifying and delivering projects for cost optimization, productivity enhancement, TAT reduction, and customer experience improvement. - Drive for building brand reputation across all customer service aspects among competing bureaus. - Experience in conducting NPS & Customer Surveys to implement best practices.,