Customer Service Team Leader

As the Customer Service Manager at our company, you will play a crucial role in leading and managing the customer service team to ensure consistent service delivery across branches and digital platforms. Your responsibilities will include: - Developing and implementing customer service policies, processes, and SLAs to ensure prompt query resolution and complaint management. - Monitoring customer satisfaction levels and implementing initiatives to improve Net Promoter Score (NPS) and retention. - Managing escalation handling and ensuring resolution within defined timelines as per RBI/NBFC guidelines. - Collaborating with Sales, Operations, Collections, and Risk teams to streamline customer communication. - Implementing training and coaching programs for service staff to enhance customer interaction quality. - Ensuring regulatory compliance in grievance redressal and reporting to regulatory bodies. - Driving automation, digital adoption, and self-service solutions for customer convenience. - Analyzing service metrics, preparing MIS, and presenting dashboards to senior management with recommendations. - Acting as a customer advocate within the organization, ensuring feedback is integrated into product and process improvements. Key skills and competencies required for this role include a strong understanding of NBFC operations, retail lending products, and regulatory requirements. You should have a proven track record in leading customer service teams at a senior level, excellent problem-solving and conflict resolution skills, and the ability to work with cross-functional teams and senior leadership. Strong communication, presentation, and stakeholder management skills, as well as an analytical mindset for data-driven decision-making, are essential. To qualify for this position, you should be a graduate or postgraduate in Business Administration, Finance, or a related field with at least 10-15 years of experience in customer service, preferably in NBFCs, Banks, or Financial Services. A minimum of 5 years of leadership experience in managing large teams and multi-location operations is also required. Location: Goregaon East (Mumbai),