Customer Experience Manager-Debt Management

Role Overview: As a Customer Experience Manager-Debt Management at the Retail Assets department in Mumbai, your main responsibility will be to enhance customer experience by managing customer escalations and service requests. You will work closely with internal and external stakeholders to ensure that customer issues are resolved promptly and efficiently. Key Responsibilities: - Manage escalations and service requests by coordinating with relevant stakeholders and ensuring timely resolution. - Review existing processes and policies to identify areas for improvement. - Evaluate system capabilities and implement changes to enhance operational efficiency. - Collaborate with cross-functional teams to execute customer experience strategies for Debt Management. - Educate stakeholders on process and system changes and conduct regular training sessions. - Monitor processes to ensure compliance and implementation at the ground level. - Conduct regular audits to identify deviations and bridge any gaps in existing processes. - Prepare performance and review decks for Escalation Management and SR Management. Secondary Responsibilities: - Collaborate with the Customer Service team and Debt Management Field team to ensure smooth functioning and delivery of customer experiences. - Provide support on projects related to customer experience and automation. Qualifications Required: - Good team player with the ability to learn and adapt quickly. - Collaborative personality with openness to suggestions. - Strong knowledge of industry best practices. - Excellent time management and organizational skills with the ability to meet deadlines. - Strong moral code and a sense of ethics. (Note: No additional details of the company were mentioned in the job description),