Customer Service Team leader

Key Responsibilities

• Lead the customer service team across branches and digital platforms to ensure consistent service delivery.
• Develop and implement customer service policies, processes, and SLAs to ensure prompt query resolution and complaint management.
• Monitor customer satisfaction levels and implement initiatives to improve Net Promoter Score (NPS) and retention.
• Manage escalation handling, ensuring resolution within defined timelines as per RBI/NBFC guidelines.
• Collaborate with Sales, Operations, Collections, and Risk teams to streamline customer communication.
• Implement training and coaching programs for service staff to enhance customer interaction quality.
• Ensure regulatory compliance in grievance redressal and reporting to regulatory bodies.
• Drive automation, digital adoption, and self-service solutions for customer convenience.
• Analyze service metrics, prepare MIS, and present dashboards to senior management with recommendations.
• Act as a customer advocate within the organization, ensuring feedback is integrated into product and process improvements.

Key Skills & Competencies

• Strong understanding of NBFC operations, retail lending products (LAP& HL), and regulatory requirements.
• Proven track record in leading customer service teams at a senior level.
• Excellent problem-solving, conflict resolution, and escalation management skills.
• Ability to work with cross-functional teams and senior leadership.
• Strong communication, presentation, and stakeholder management skills.
• Analytical mindset with the ability to use data for decision-making.

Qualifications & Experience

• Graduate / Postgraduate in Business Administration, Finance, or related field.
• 1015 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)