Customer Service Team Leader

As a Customer Service Manager at our company, your role will involve leading the customer service team across branches and digital platforms to ensure consistent service delivery. You will be responsible for developing and implementing customer service policies, processes, and SLAs to ensure prompt query resolution and complaint management. Monitoring customer satisfaction levels, implementing initiatives to improve Net Promoter Score (NPS) and retention, and managing escalation handling within defined timelines as per RBI/NBFC guidelines will be crucial aspects of your job. It will also be your responsibility to collaborate with Sales, Operations, Collections, and Risk teams to streamline customer communication and implement training and coaching programs for service staff to enhance customer interaction quality. Your key responsibilities will include: - Leading the customer service team across branches and digital platforms - Developing and implementing customer service policies, processes, and SLAs - Monitoring customer satisfaction levels and implementing initiatives to improve NPS and retention - Managing escalation handling within defined timelines as per RBI/NBFC guidelines - Collaborating with cross-functional teams to streamline customer communication - Implementing training and coaching programs for service staff - Ensuring regulatory compliance in grievance redressal and reporting - Driving automation, digital adoption, and self-service solutions - Analyzing service metrics, preparing MIS, and presenting dashboards to senior management - Acting as a customer advocate within the organization Key Skills & Competencies required for this role include a strong understanding of NBFC operations, retail lending products (LAP), and regulatory requirements. You should have a proven track record in leading customer service teams at a senior level, excellent problem-solving, conflict resolution, and escalation management skills, and the ability to work with cross-functional teams and senior leadership. Strong communication, presentation, and stakeholder management skills, along with an analytical mindset for data-driven decision-making, are also essential. Qualifications & Experience: - Graduate / Postgraduate in Business Administration, Finance, or related field - 10-15 years of experience in customer service, preferably in NBFCs, Banks, or Financial Services - Minimum 5 years of leadership experience in managing large teams and multi-location operations Location: Goregaon East (Mumbai),