Job
Description
As a Senior Manager, Customer Care in our NBFC, you will play a crucial role in leading our customer service operations and ensuring exceptional service delivery. Your responsibilities will include: - Developing and implementing customer service strategies aligned with business objectives - Leading and mentoring a team of customer care professionals to foster excellence and customer-centricity - Establishing and monitoring key performance indicators (KPIs) to measure and improve service performance - Identifying and implementing process improvements for enhanced efficiency - Staying updated on industry trends and best practices for strategy incorporation In terms of team management and development, you will be responsible for: - Recruiting, training, and managing a high-performing customer care team - Conducting regular performance reviews and providing constructive feedback and coaching - Implementing training programs to enhance skills and knowledge of representatives - Ensuring a positive and collaborative work environment with adequate staffing levels Your role in customer relationship management will involve: - Overseeing customer inquiries, complaints, and requests across various channels - Ensuring timely and accurate resolution of issues while maintaining strong customer relationships - Implementing feedback mechanisms for service quality improvement - Analyzing customer data to identify trends and proactively address issues To ensure operational efficiency and compliance, you will: - Implement and maintain customer service systems and tools for optimal functionality - Monitor key metrics to identify areas for improvement and ensure regulatory compliance - Develop documentation related to customer service processes and manage the budget effectively - Develop escalation procedures for complex customer issues and collaborate with other departments for issue resolution Your qualifications ideally include: - Bachelor's degree in Business Administration, Finance, or a related field (Master's degree preferred) - 6-8 years of experience in managing customer care teams, preferably in financial services or NBFC sector - Proven track record of achieving service targets and improving customer satisfaction - Strong leadership, team management, communication, interpersonal, and problem-solving skills Please note that the additional details of the company were not mentioned in the job description provided. As a Senior Manager, Customer Care in our NBFC, you will play a crucial role in leading our customer service operations and ensuring exceptional service delivery. Your responsibilities will include: - Developing and implementing customer service strategies aligned with business objectives - Leading and mentoring a team of customer care professionals to foster excellence and customer-centricity - Establishing and monitoring key performance indicators (KPIs) to measure and improve service performance - Identifying and implementing process improvements for enhanced efficiency - Staying updated on industry trends and best practices for strategy incorporation In terms of team management and development, you will be responsible for: - Recruiting, training, and managing a high-performing customer care team - Conducting regular performance reviews and providing constructive feedback and coaching - Implementing training programs to enhance skills and knowledge of representatives - Ensuring a positive and collaborative work environment with adequate staffing levels Your role in customer relationship management will involve: - Overseeing customer inquiries, complaints, and requests across various channels - Ensuring timely and accurate resolution of issues while maintaining strong customer relationships - Implementing feedback mechanisms for service quality improvement - Analyzing customer data to identify trends and proactively address issues To ensure operational efficiency and compliance, you will: - Implement and maintain customer service systems and tools for optimal functionality - Monitor key metrics to identify areas for improvement and ensure regulatory compliance - Develop documentation related to customer service processes and manage the budget effectively - Develop escalation procedures for complex customer issues and collaborate with other departments for issue resolution Your qualifications ideally include: - Bachelor's degree in Business Administration, Finance, or a related field (Master's degree preferred) - 6-8 years of experience in managing customer care teams, preferably in financial services or NBFC sector - Proven track record of achieving service targets and improving customer satisfaction - Strong leadership, team management, communication, interpersonal, and problem-solving skills Please note that the additional details of the company were not mentioned in the job description provided.
