Senior Manager - Customer Care - NBFC

You are a dynamic and experienced Senior Manager, Customer Care responsible for leading customer service operations within an NBFC. With 6-8 years of experience in managing customer care teams, preferably in the financial services or NBFC sector, you will ensure exceptional customer service delivery, operational efficiency, and enhanced customer satisfaction. Your role demands strong leadership, analytical, and problem-solving skills, coupled with a deep understanding of customer service best practices and regulatory requirements. In Customer Service Leadership & Strategy, you will develop and execute customer service strategies aligning with overall business objectives. Leading and mentoring a team of customer care professionals, you will establish and monitor key performance indicators (KPIs) to enhance customer service performance. Identifying process improvements to boost efficiency and effectiveness, you will also stay updated on industry trends and best practices. For Team Management & Development, you will recruit, train, and manage a high-performing customer care team, conducting regular performance reviews and providing constructive feedback. Implementing training programs and fostering a positive work environment are crucial. Ensuring adequate staffing levels are maintained is essential to meet customer service demands. In Customer Relationship Management, you will oversee the handling of customer inquiries, complaints, and requests across various channels. Ensuring timely resolution of customer issues, you will develop strong relationships with key customers and implement feedback mechanisms for service quality enhancement. Operational Efficiency & Compliance require you to implement and maintain customer service systems, monitor key metrics, and ensure compliance with regulatory requirements. Managing the customer service budget and developing escalation procedures for issue resolution are also part of your responsibilities. Technology & System Optimization involve evaluating and recommending new customer service technologies, collaborating with IT for system implementation, and ensuring effective CRM utilization. Monitoring system performance and identifying areas for improvement are key tasks in this area. You must hold a Bachelor's degree in Business Administration, Finance, or a related field (Master's degree preferred), possess proven experience in achieving customer service targets, exhibit strong leadership and team management skills, and demonstrate excellent communication, interpersonal, and problem-solving abilities.,