Customer Service Operations

Role & responsibilities

Experience:

Customer Service Operations Leader

Key Responsibilities

• Lead customer service strategy across

  email, inbound calls & QA

  .
• Ensure compliance with

  RBI/NBFC regulations

  and internal service policies.
• Oversee high-volume email & call operations; manage escalations and resolution frameworks.
• Drive automation, AI-enabled workflows, and process improvements.
• Manage call routing, email triaging, workforce planning & agent productivity.
• Lead the QA team to define service standards, conduct audits & implement corrective actions.
• Track KPIs:

  CSAT, NPS, AHT, QA scores

  , FTR, SLA adherence.
• Use analytics to identify gaps, improve processes & enhance customer experience.
• Collaborate with Product, Risk, IT & Compliance teams to resolve systemic issues.
• Build and mentor high-performing service delivery & QA teams.
  

Qualifications

• Graduate/MBA preferred.

• 10+ years

  of leadership experience in Customer Service within NBFC/BFSI.
• Strong knowledge of RBI/NBFC guidelines & service metrics.
• Experience in managing large customer service operations & quality teams.
  

Key Skills

Customer Service Operations | Inbound Call Center | Email Support | Quality Assurance | Customer Experience | Process Improvement | SLA & KPI Management | Automation & AI | Regulatory Compliance | Team Leadership