Role Summary: Legal & CS Senior Manager will be responsible for managing all legal and corporate governance matters of the company and providing strategic legal advice to senior management. The role is critical in supporting the companys operations ensuring that all business activities are conducted within the legal framework. 1. Legal Advisory: Provide legal guidance and support on all matters related to the company’s operations, including but not limited to NBFC, Fintech, and P2P lending activities. Advise on legal risks, business strategies, and commercial agreements Draft, review, and negotiate contracts, agreements, NDAs and legal documents with stakeholders, partners, and clients 2.Regulatory Compliance: Ensure compliance with all applicable laws, regulations, and guidelines issued by regulatory bodies such as the Ministry of Corporate Affairs, Reserve Bank of India (RBI), SEBI and other relevant authorities. Stay updated on changes in laws and regulations affecting the NBFC, Fintech, P2P lending and other related sectors and ensure that the company’s policies and practices align with the latest legal requirements. Liaise with regulatory bodies for filings and ensure timely compliance reporting. 3.Dispute Resolution: Manage and oversee litigation, arbitration, and dispute resolution matters involving the company. Liaise with external legal counsel as required to manage legal proceedings. 4.Legal Risk Management: Identify, assess, and mitigate legal risks associated with the company’s business activities. Develop and implement legal risk management strategies and policies. 5.Corporate Transactions: Support corporate transactions such as mergers, acquisitions, joint ventures, and fundraising activities from a 6. Legal perspective. Conduct due diligence and ensure legal compliance in all corporate transactions. 7. Company Secretary: Support in compliance with the Companies Act and other applicable corporate laws. Support in filings with regulatory bodies, including the ROC, RBI, and other relevant authorities. Facilitate communication between the company and its management, regulators, and other stakeholders. Qualifications: Bachelor’s degree in Law (LL.B.) from a recognized university; CS qualification or experience. A Master's degree in Law (LL.M.) or Business Administration (MBA) is a plus. 8+ years of experience in legal and secretarial roles, preferably within the NBFC, Fintech, or P2P lending sectors. Skills and Competencies In-depth knowledge of the regulatory environment for NBFCs, Fintech, and P2P lending in India. Strong understanding of corporate governance principles and company law. Excellent drafting, negotiation, and communication skills. Ability to manage multiple legal and compliance projects simultaneously. Strong leadership and people management skills. Ownership, Accountability and Decision-making.
Role Overview: We are looking for a persuasive and target-driven Collection Executive to join our Collections team. The role involves connecting with customers over calls to ensure timely EMI repayments and maintain a healthy loan book. Key Responsibilities: Call and follow up with borrowers for pending EMIs and overdue payments. Maintain accurate records of communication and follow-up status in the system. Educate customers on payment modes and consequences of non-payment. Work towards achieving daily and monthly collection targets. Resolve customer queries professionally and escalate unresolved issues when needed. Coordinate with field collection team when required. Requirements: Minimum 1 year of experience in collections or telecalling (NBFC/Fintech/BPO background preferred). Strong communication skills in Hindi, English, and regional languages. Target-oriented with a persuasive and empathetic approach. Familiarity with basic MS Excel and CRM tools. Ability to handle pressure and manage time effectively.
About the Role Were looking for a Management Trainee Growth to join our business team. You’ll work directly with leadership on real business problems — analysing customer funnels, tracking acquisition performance, and identifying opportunities to improve user conversion and retention. What You’ll Do • Analyse acquisition and loan conversion data to find growth levers. • Build dashboards and performance trackers for daily business decisions. • Support campaign performance reviews and strategy presentations. • Research competitors, channels, and cross-sell opportunities. What We’re Looking For • MBA or CA (0–1 year experience) with strong analytical and business skills. • High proficiency in Excel / Google Sheets; SQL or BI tools a plus. • Curious, structured thinker who enjoys solving problems through data. Why Join Us • Work directly with leadership in a high-growth fintech. Gain 360 exposure to business, product, and analytics — and shape how millions access credit. • Lot of opportunities for lateral and upward movement, including take charge of engagement or a category.
Job Responsibilities Advanced Model Development & Innovation Design sophisticated credit underwriting models using modern ML algorithms (XGBoost, Random Forest, Neural Networks, Ensemble methods) Build predictive models leveraging alternative data sources including digital footprints, transactional data, behavioral analytics Implement real-time scoring engines and automated decision-making systems Develop champion-challenger frameworks for continuous model optimization Alternative Data Integration & Feature Engineering Identify, evaluate, and integrate alternative data sources to enhance model performance Build models using psychometric data, device analytics, social network analysis, and open banking data Work with unstructured data sources including text, images, and behavioral patterns Implement automated feature selection and dimensionality reduction techniques Machine Learning & AI Implementation Apply state-of-the-art ML techniques including deep learning, gradient boosting, and ensemble methods Implement explainable AI solutions to ensure model interpretability Develop automated machine learning pipelines for model training, validation, and deployment Explore and leverage generative AI technologies for innovative underwriting solutions Team Leadership & Strategic Direction Lead and mentor a team of data scientists and analytics professionals Take end-to-end ownership of analytics projects from conception to production deployment Collaborate with cross-functional teams including product, engineering, and business stakeholders Drive analytics strategy and roadmap aligned with business objectives Model Deployment & Operations Implement MLOps practices for streamlined model deployment, monitoring, and maintenance Collaborate with data engineering teams to ensure robust data pipelines and infrastructure Develop automated model monitoring systems and performance tracking dashboards Build A/B testing frameworks for model performance evaluation Business Impact & Insights Analyze large and complex datasets to extract meaningful insights and trends Create clear and comprehensive reports, dashboards, and visualizations for stakeholders Present findings and recommendations to both technical and non-technical audiences Required QualificationsExperience & Domain Expertise Minimum 10 years in advanced analytics with focus on credit underwriting in BFSI domain Proven track record in fintech/digital lending environments developing credit scorecards using modern ML Extensive experience with alternative data integration and non-traditional credit scoring methods Leadership experience managing teams of data scientists or analytics professionals Technical Skills & Programming Advanced proficiency in Python, R, SQL, and statistical analysis tools Expertise in scikit-learn, XGBoost, TensorFlow, PyTorch, and advanced ML libraries Experience with big data technologies (Hadoop, Spark) and cloud platforms (AWS, Azure, GCP) Proficiency in data visualization tools like Tableau, Power BI, or similar platforms Knowledge of MLOps tools (MLflow, Docker, Kubernetes) for model operations Advanced Analytics Expertise Deep expertise in statistical modeling, machine learning algorithms, and predictive analytics Strong background in feature engineering, model selection, and hyperparameter optimization Experience with NLP techniques for processing unstructured data and text analytics Proficiency in experimental design, A/B testing, and causal inference techniques Alternative Data & Innovation Proven experience with alternative data sources (digital, behavioral, psychometric, social media) Knowledge of open banking, API integrations, and real-time data processing Experience with computer vision, NLP, and unstructured data analysis Understanding of data privacy, ethical AI, and responsible lending practices Leadership & Communication Excellent leadership skills with ability to inspire and develop technical teams Strong stakeholder management and cross-functional collaboration abilities Exceptional communication skills for presenting complex concepts to business audiences Self-driven and comfortable working in fast-paced startup environments Preferred Qualifications Advanced degree (B.Tech/M.Tech) in Engineering, Computer Science, Mathematics, or Statistics Experience with embedded finance, digital-first lending platforms, or API-based financial services Knowledge of microservices architecture and modern software development practices Understanding of various lending products and fintech ecosystem dynamics
Job description - Heads Functions of Finance, Accounts, Taxation and Compliances, Investor Relationship Job location: Malad East Work Mode: On-site | 6 days a week (2nd & 4th Saturdays off) Roles and Responsibilities - Financial Management: Oversee day to day planning, implementing, managing and controlling all financial related activities- accounting, finance, forecasting, strategic planning, risk management, costing, legal, project viability and analysis, working capital management, treasury operations, budgeting processes and finalization of accounts. Develop and implement financial policies, procedures, and internal controls to ensure the integrity of financial information. Ensure credibility of group finances by providing timely and accurate analysis of budgets, mergers and acquisitions, financial trends and forecast and monitoring of business and financial performance through MIS Support Business teams for understanding and evaluating various partnership deals, negotiating with incoming vendors for optimum commercials. Prepare and present accurate and timely financial statements and reports to senior management and stakeholders. Oversee the annual financial closure process, ensuring accurate and timely preparation of year-end financial statement Coordinate with statutory auditors to facilitate a smooth and efficient year-end audit process. Ensure all financial records and reports are in compliance with applicable laws and regulation Review and finalize the annual financial statements with statutory auditors for submission to regulatory authorities. Compliance and Regulatory Reporting: 1. Ensure Compliance of all statutory and regulatory requirements including but not limited to direct and indirect taxes, transfer pricing wherever necessary, RBI, FEMA and company law matters. 2. Stay updated on changes in financial regulations and standards, and ensure the company's practices align with these changes. Statutory Audit Management: 1. Lead the statutory audit process, ensuring compliance with Indian accounting standards and regulations. 2.Prepare and review financial statements in accordance with statutory requirements. 3. Ensure timely completion and submission of statutory audit reports. 4. Work closely with statutory auditors to address and resolve any audit findings or recommendations. Tax Notice, Litigations and Appeals Management: Manage the receipt, response, and resolution of tax notices from various tax authorities. Ensure timely and accurate filing of all tax returns to avoid penalties and interest. Maintain comprehensive records of all tax notices and related correspondence. Handle all aspects of financial, accounting, and tax-related litigations and appeals. Prepare documentation and representation for hearings and submissions before tax authorities and courts. Coordinate with external legal counsel and consultants as needed to manage litigations and appeals effectively. Financial Analysis and Strategy: Conduct financial analysis to support strategic decision-making, including cost-benefit analysis, financial modelling, and risk assessment. Provide strategic financial input and leadership on decision-making issues affecting the organization. Monitor and analyse financial performance, identifying areas for improvement and implementing corrective actions as needed. Team Leadership and Development: Lead and manage the finance team, providing guidance, training, and support to ensure high performance and professional development. Foster a culture of continuous improvement and innovation within the finance team. Treasury 1. Resource mobilization and monitoring fund movement, negotiation with banks/FIs on terms of credit, pricing, charges and improvement in external rating of the company. 2. Oversee approval and processing of revenue, expenditure, departmental budget, salary budget, ledger and account maintenance while motivating and developing subordinates. Desired Candidate Profile: CA Must. CS/ LL. B will be an added advantage Industry Experience of 12-15 Years Experience in a Fintech/ NBFC is preferred. Proven experience managing internal and external audits, including preparation, coordination, and resolution of audit findings. Experience in managing statutory audits and annual financial closure with auditors. Experience in handling tax notices, financial and tax litigations, and appeals management. Skills Strong understanding of Indian financial regulations, accounting standards, and tax laws. Proficiency in financial management software and advanced Excel skills. Excellent analytical, problem-solving, and decision-making skills. Strong leadership and team management abilities. Excellent communication and interpersonal skills, with the ability to effectively interact with senior management and stakeholders. Attention to detail and problem-solving ability
We are seeking a proactive and detail-oriented Intern to join our Human Resources team. This role is a fantastic opportunity for someone looking to gain hands-on experience in the day-to-day operations of an HR department. You'll contribute to various HR processes, ensuring our operations run smoothly and efficiently. This internship is ideal for students or recent graduates interested in a career in Human Resources. Key Responsibilities Employee Data Management : Assist with maintaining and updating employee records in our HR Information System (HRIS), ensuring data accuracy and confidentiality. Onboarding & Offboarding : Help coordinate the onboarding process for new hires, including preparing new hire paperwork and conducting orientation sessions. Assist with the offboarding process for departing employees. HR Administration : Support the HR team with administrative tasks, such as filing, document management, and responding to general employee inquiries. Compliance Support : Help ensure HR processes adhere to company policies and legal regulations. Assist with audits of HR documents and records. Project Assistance : Contribute to special HR projects, which may include developing new policies, improving existing processes, or organizing company events. Required Qualifications Education : Currently pursuing or recently completed a Bachelor's or Master's degree in Human Resources, Business Administration, or a related field. Skills : Strong organizational skills and attention to detail. Excellent communication skills , both written and verbal. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). Ability to handle sensitive information with discretion and confidentiality. Attributes : Eager to learn and take on new challenges. Proactive and able to work independently as well as part of a team. Problem-solving mindset and a positive attitude. What You'll Gain Practical Experience : Hands-on exposure to a wide range of HR functions and processes. Mentorship : Guidance and mentorship from experienced HR professionals. Networking : Opportunity to build connections within the company and the HR community. Career Development : A strong foundation for a career in Human Resources or related fields.
Role Overview We are seeking an experienced MLOps Engineer to architect, automate, and govern ML model operations across the entire lifecycle at scale. Responsibilities: Manage full ML lifecycle: data prep, feature pipelines, training, deployment, monitoring and retraining automation and model governance. Design and implement CI/CD pipelines with Docker, Kubernetes/ECS, Terraform/CloudFormation. Build scalable ETL/ELT workflows (batch & streaming) using PySpark, Airflow, SQL tuning & partitioning. Develop model retraining triggers using monitoring signals (data drift, concept drift, performance decay). Implement end-to-end observability for model/API health (Prometheus, Grafana, ELK, CloudWatch). Optimize AWS infra costs with autoscaling, spot instances, and efficient storage. Requirements: Strong expertise in AWS (S3, EKS/ECS, Lambda, SageMaker, Step Functions). Hands-on with Databricks, PySpark, advanced SQL, and workflow orchestration (Airflow/Prefect). Proven experience in scalable model serving (TF Serving, TorchServe, KServe). Deep understanding of monitoring, retraining strategies and infra governance.
Below are the details for the role: Key Responsibilities: Assist in creating graphics for social media, engagement and performance campaigns, the website, and other branding materials. Support the design team in brainstorming and executing creative concepts. Help maintain visual consistency and brand guidelines across all platforms. Participate in producing presentations, company documents, and internal communications. Stay up-to-date with design trends and suggest innovative visual ideas. Requirements: Currently pursuing or recently completed a degree in Graphic Design, Visual Arts, or a related field. Proficient in Adobe Creative Suite (Photoshop, Illustrator, InDesign). Bonus points if you know CorelDRAW. Strong understanding of typography, colour theory, storyboarding and layout design. Creative mindset with an eye for detail. Ability to take direction and collaborate effectively with a team. Basic knowledge of video editing or animation is a bonus.
About LenDenClub LenDenClub is India's largest Peer-to-Peer (P2P) Lending platform, owned and operated by Innofin Solutions Pvt. Ltd., an RBI-registered (NBFC-P2P). It provides an opportunity to lenders looking for high interest rates by connecting them with creditworthy borrowers looking for short-term loans. LenDenClub has become a go-to platform to earn returns, lenders have historically earned an XIRR 11.28% p.a. The platform has an active user base of over 2 Cr+ users and loan disbursal of over 15,000 crores. Why work at LenDenClub At LenDenClub, we take pride in being the first Peer-to-Peer lending platform to offer ESOP liquidity, and this achievement has allowed us to set a new benchmark. The progressive approach towards employee benefits has been acknowledged and appreciated and as a result, LenDenClub has been certified as a 'Great Place to Work' successively for four years by the Great Place to Work Institute, Inc. As a LenDenite, you are a part of an enthusiastic and passionate group of individuals who own and love what they do. At LenDenClub, we believe in creating leaders, and you get to work with complete freedom to chase your ultimate career goal without any inhibitions. We remain committed to continuing our journey of innovation and fostering a positive work environment for our team. Position: LLMOps Engineer Location: Malad, Mumbai Work Mode: Work from office, 6 days/week (alternate Saturdays off) We are looking for a seasoned LLMOps Engineer to design, deploy and optimize enterprise-grade LLM systems with a focus on scale, cost and compliance. Responsibilities: Manage full LLM lifecycle: data preprocessing, fine-tuning, evaluation, deployment, retraining . Deploy & scale large-weight LLMs with distributed inference, GPU optimization, quantization and caching. Build RAG pipelines with embedding generation, vector DBs (FAISS, Pinecone, Weaviate, Milvus) and retrieval strategies. Implement observability frameworks for latency, token usage, hallucination detection, guardrails, cost tracking . Integrate LLMs with APIs, microservices, and enterprise workflows (LangChain, LlamaIndex, Triton Inference Server) . Continuously optimize GPU utilization, inference throughput and cost efficiency . Requirements: Strong knowledge of LLM deployment, RAG architectures, embeddings, multimodal pipelines . Expertise in AWS GPU infra (EKS, Inferentia, Trainium), caching and distributed inference . Experience with monitoring frameworks . Proven track record of scaling enterprise LLM applications with compliance & observability frameworks .
About LenDenClub LenDenClub is Indias largest RBI-registered (NBFC-P2P) Peer-to-Peer (P2P) lending platform . We are a platform for lenders seeking high interest with creditworthy borrowers, bridging the gap left by traditional credit institutions. With over 3 crore users and 16,000 crore+ in loans disbursed, we command more than 98% of India’s P2P lending market . Our 4.4+ rating on the App Store reflects our commitment to offering a trustworthy and secure lending experience. Powered by cutting-edge technology and a user-first approach, we are setting new benchmarks in India’s evolving fintech ecosystem. The progressive approach towards employee benefits has been acknowledged and appreciated and as a result, LenDenClub has been certified as a 'Great Place to Work' successively for four years by the Great Place to Work Institute, Inc. About InstaMoney InstaMoney is our cutting-edge Loan Service Provider (LSP) platform , built to make borrowing fast, flexible, and fully digital for users across India. With over 30 million downloads , InstaMoney offers seamless credit access through a simple and intuitive mobile app. From Personal Loans and Merchant Loans, InstaMoney provides short- to mid-tenure credit solutions . Position: Front desk Executive Location: Malad, Mumbai Timings: 9am - 7pm Work Mode: Work from office, 6 days/week Key Responsibilities: Visitor Management: Greet and welcome all visitors with a professional and friendly demeanor. Check in visitors, issue temporary badges, and notify the appropriate staff member of their arrival. Maintain a clean, organized, and welcoming reception area. Communication: Answer, screen, and forward incoming phone calls in a polite and efficient manner. Handle general email inquiries and direct them to the correct department. Sort and distribute incoming mail and packages. Prepare outgoing mail and coordinate with courier services. Administrative Support: Perform routine clerical and administrative tasks, including data entry, filing, and photocopying. Manage and schedule appointments for meeting rooms or staff as required. Monitor and order office supplies, ensuring the reception area and common spaces are well-stocked. Assist with other administrative duties as needed, such as preparing for meetings or assisting other departments. Security & Safety: Enforce company security protocols, ensuring all visitors sign in and are properly escorted. Monitor visitor access and report any security concerns or suspicious activity. Be familiar with and follow emergency procedures, such as evacuation plans. Qualifications and Skills: Proven experience as a Front Desk Receptionist, Office Administrator, or a similar role is preferred. High school diploma or equivalent; a bachelor's degree is a plus. Proficiency in Microsoft Office Suite (Word, Excel, Outlook). Experience with multi-line phone systems is a plus. Excellent verbal and written communication skills. Strong customer service orientation with a pleasant and professional attitude. Exceptional organizational and time management skills. Ability to be resourceful and proactive when issues arise. A keen eye for detail and a high level of accuracy. Ability to maintain confidentiality. To Apply: If you are a motivated individual with a passion for customer service and administrative support, we encourage you to apply. Please send your resume and a brief cover letter to [Email Address] with the subject line "Front Desk Receptionist Application." Note: This job description is intended to provide a general overview of the role. Duties, responsibilities, and activities may change or be supplemented at any time with or without notice.
About LenDenClub LenDenClub is Indias largest RBI-registered (NBFC-P2P) Peer-to-Peer (P2P) lending platform. We are a platform for lenders seeking high interest with creditworthy borrowers, bridging the gap left by traditional credit institutions. With over 3 crore users and 16,000 crore+ in loans disbursed, we command more than 98% of Indias P2P lending market. Our 4.4+ rating on the App Store reflects our commitment to offering a trustworthy and secure lending experience. Powered by cutting-edge technology and a user-first approach, we are setting new benchmarks in Indias evolving fintech ecosystem. The progressive approach towards employee benefits has been acknowledged and appreciated and as a result, LenDenClub has been certified as a 'Great Place to Work' successively for four years by the Great Place to Work Institute, Inc. About InstaMoney InstaMoney is our cutting-edge Loan Service Provider (LSP) platform, built to make borrowing fast, flexible, and fully digital for users across India. With over 30 million downloads, InstaMoney offers seamless credit access through a simple and intuitive mobile app. From Personal Loans and Merchant Loans, InstaMoney provides short- to mid-tenure credit solutions. Why work at LenDenClub At LenDenClub, we take pride in being the first Peer-to-Peer lending platform to offer ESOP liquidity, and this achievement has allowed us to set a new benchmark. As a LenDenite, you are a part of an enthusiastic and passionate group of individuals who own and love what they do. At LenDenClub, we believe in creating leaders, and you get to work with complete freedom to chase your ultimate career goal without any inhibitions. We remain committed to continuing our journey of innovation and fostering a positive work environment for our team. Website - https://www.lendenclub.com Key Responsibilities Lead Dual-Platform Development: Architect, design, and develop robust, high-performance, and secure native applications for both Android (Kotlin, Jetpack) and iOS (Swift, SwiftUI). Technical Design & Architecture: Drive technical discussions and make architectural decisions for new features, ensuring scalability, maintainability, and alignment with overall system strategy. Fintech Security Implementation: Implement and enforce mobile security best practices, including biometric authentication, secure data storage (KeyChain/Keystore), certificate pinning, and secure API communication. Performance Optimization: Proactively identify and resolve performance bottlenecks (memory, CPU, battery) across both platforms, utilizing profiling tools (e.g., Android Studio Profiler, Xcode Instruments). Code Quality & Standards: Champion and enforce clean code principles, write comprehensive unit, integration, and UI tests, and conduct rigorous code reviews. Cross-Functional Collaboration: Partner closely with Product Managers, UX/UI Designers, and Backend Engineers to translate complex business requirements into seamless, intuitive mobile experiences. Mentorship & Team Growth: Provide technical guidance, mentorship, and support to junior and mid-level developers, fostering their growth and ensuring adherence to best practices. Release Management: Oversee the entire mobile application lifecycle, including continuous integration, automated testing, and deployment to Google Play Store and Apple App Store. Innovation & Research: Stay current with emerging mobile technologies, industry trends, and security best practices, proposing and evaluating new tools and methodologies. Technical Skills & Qualifications Experience : 4+ years of professional experience in native mobile application development, with significant experience across both Android and iOS platforms. Android Expertise: Kotlin: Expert-level proficiency. Jetpack Compose: Strong practical experience with modern UI development. Android SDK & Frameworks: Deep knowledge of core Android components, architectural components (LiveData, ViewModel, Room), and common libraries (e.g., Retrofit, Hilt/Koin). Concurrency: Mastery of Kotlin Coroutines. iOS Expertise: Swift: Expert-level proficiency. SwiftUI: Strong practical experience with modern UI development. UIKit & Frameworks: Deep knowledge of UIKit, Combine, Core Data/Realm, and common libraries (e.g., Alamofire, Core Animation). Concurrency: Mastery of Grand Central Dispatch (GCD) and Swift Concurrency (async/await). Mobile Security (Fintech Specific): Proven experience implementing: Biometric Authentication (Face ID / Touch ID / Fingerprint API). Secure Data Storage (iOS Keychain / Android Keystore). Certificate Pinning & Secure API Communication (TLS/SSL). Obfuscation/Tamper Detection techniques. Architecture & Design: Expertise in common mobile architectural patterns (MVVM, MVI, Clean Architecture). Ability to design scalable, modular, and testable mobile components. API & Backend Interaction: Strong understanding of RESTful APIs, JSON/XML, and efficient data exchange. Experience with GraphQL is a plus. DevOps & Tooling: Proficiency with Git (advanced branching strategies). Hands-on experience with CI/CD pipelines (e.g., Fastlane, Jenkins, GitLab CI, GitHub Actions) for mobile. Experience with performance profiling tools (Xcode Instruments, Android Studio Profiler). Problem-Solving: Exceptional analytical, problem-solving, and debugging skills across both platforms. Why Join Our Tech Team? Architectural Impact: Drive the technical vision and implementation for both Android and iOS platforms within a high-stakes fintech environment. Dual-Platform Mastery: Leverage your expertise across both mobile ecosystems to ensure a unified and cutting-edge user experience. Security & Scale: Tackle complex challenges in securing financial data and building scalable mobile applications for millions of users. Mentorship & Leadership: Guide and grow junior team members, fostering a culture of technical excellence and continuous improvement.
Role Overview: The Customer Support Executive will be responsible for ensuring high-quality customer interactions across multiple channels (emails, calls, ORM, and app reviews). The role requires strong ownership, empathy, attention to detail, and the ability to work cross-functionally with business, operations, and compliance teams to ensure timely and accurate resolution of customer concerns. Key Responsibilities: Customer Interaction & Query Handling Respond promptly to customer queries via email, calls, and social channels.Maintain professionalism and empathy in every interaction.Ensure first-contact resolution (FCR) and high customer satisfaction (CSAT). Online Reputation Management (ORM) Monitor and respond to customer reviews on the Play Store and social media in a professional, brand-aligned tone.Escalate recurring issues or negative reviews to relevant teams with actionable insights. Process Management Manage POD (Proof of Delivery) follow-ups, maintain the business tracker, and coordinate with internal teams for closures.Raise requirements and follow up on pending items proactively. Reporting & Documentation Maintain accurate records of customer interactions and resolutions.Prepare daily/weekly reports for business and compliance reviews. Feedback & Improvement Capture customer pain points and share insights for process enhancement.Participate in regular feedback sessions with the Quality and Compliance teams. KPIs / Performance Metrics CSAT (Customer Satisfaction Score)FCR (First Contact Resolution %)TAT (Response & Resolution Time)Accuracy & Quality of ResponsesORM Review Closure RateAdherence to Process & Communication Guidelines