FinCrif - Vice President - Customer Services

Position Description

Key Responsibilities Pertaining To Consumer Grievance

• Collaborate with senior executives in developing the company's long-term strategic vision.
• Lead the implementation of business strategies and monitor their progress.
• Identify cost-saving opportunities and streamline operational processes to improve the bottom line.
• Provide leadership, guidance and mentorship to the vertical heads within Customer Services team to implement departmental goals.
• Build and maintain strong, effective teams that can deliver results.
• Regularly review and audit customer service & member engagements to maintain high standards of service delivery.
• Ensuring that any deviation from BAU is highlighted to management on time and risks identified are mitigated.
• Ensuring that any problems faced by teams are addressed on time to avoid disruption to business continuity and maintain well within the regulatory guidelines.
• Ensuring that any opportunities of organizational benefit are identified and implemented with ownership.
  

Skills And Experience

• Proven and relevant work experience of at least 15 years in managing operations with at least 10 years in leadership.
• Should have excellent communication and influencing skills.
• Should have experience of leading multiple teams (at least team size of 50).
• Excellent communication, problem-solving, and decision-making skills.
• Should be well versed with similar exposures in customer servicing in banking and financial services sector.
• Strong understanding of Customer Service Life Cycle management.
• Ability to work effectively in a fast-paced environment and manage multiple priorities.
• Knowledge of industry regulations and standards related to customer service.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Should have managed outsourced vendor from SLAs, productivity matrixes, KRAs and their achievements, recruitments, training of team to deliver excellent services to customers.
• Should be able to work on identify and deliver on projects which results into Cost Optimization, Productivity, efficiencies, TAT reduction, customer experience with a bent of mind to continuously look at areas for automation.
• Will be catalyst in building CRIF Highmark brand across all spectrums of customer services amongst competing bureaus.
• Should have experience in conducting NPS & Customer Surveys for implementing best practices.