Customer Experience Manager-Debt Management

Job Requirements

Job Purpose

Key / Primary Responsibilities:

• Escalations & SR Management
  

• Reviewing existing process and policies to identify GAP or scope of improvisation
• Reviewing existing system capabilities and bringing about improvement/ change for higher operational efficiency
• Coordinating with cross functional team to execute customer experience for Debt Management as per PPPTC Analysis
• Stakeholder Management: Educating internal & external stakeholders on any process/ system related changes and conducting regular refresher sessions.
• Training: Monitoring of all processes and ensuring processes are implemented and followed at the ground level
• Audit & Reviews: Conducting regular audits on existing journeys to ensure compliance and to identify deviations (if any) for bridging the gaps.
• Performance and Review decks for Escalation Management and SR Management.
  

Secondary Responsibilities:

• Work closely with Customer Service team and Debt Management Field team for smooth functioning and deliverables of customer experience 2) Support on projects related to customer experience and automation
  

Managerial & Leadership Responsibilities:

Managerial & Leadership Responsibilities:

• Possess a collaborative personality and open to sugessions
• Exemplify strong knowledge of industry best practice
• Strong time management and organizational skills and able to meet deadlines
• Should have strong moral code and sense of ethics