Senior Manager/Chief Manager- Customer Service II Jaipur

Key responsibilities:

• Own NPS/CSAT strategy, governance, and cadence.
• Set NPS and CSAT goals and RAG (Red-Amber-Green) performance thresholds; align with various functions (Sales / Credit / Ops / Collections / IT).
• Create survey maps for NPS/CSAT and moments-that-matter (post-sanction, disbursement, first EMI, ticket closure etc).
• Lead Voice of Customer program, identify pain points, areas of improvement and drive cross-functional fixes.
• Conduct cross-functional cadences for NPS Fixes”.
• Prioritize initiatives to improve service quality (scripts, TAT, transparency, right process, communication strategy and service delivery expectation setting etc)
• Conduct review of detractor hot-sheets and unblock escalations.
• Create a SOP for branches to improve their service quality and NPS.
• Connect with branches with low NPS score, train and monitor improvement.
• Publish dashboards and Voice of Customer pack and sponsor/orchestrate 2–3 systemic fixes/quarter to improve NPS.
• Publish branch/state level leaderboard and action status.
• On a monthly basis, present impact (NPS, retention, referrals).

KPIs:

• Change in NPS (QoQ and YoY)
• Conduct regular cadences with senior stakeholders to apprise on NPS, top fixes implemented and seek inputs and alignment on the plan for next quarter/month.
• Detractor contacts within 24 hours
• Resolution of Systemic issues
• Improvement in Promoter referral rate (QoQ and YoY)
• Closure of complaints within TAT

Must-haves

• 7–8 yrs CX/Customer Service/Ops experience, prior experience of handling NPS/CSAT program is required.
• Strong stakeholder management skills and ability to drive initiatives through cross-functional teams.

Interested candidates can share their CV at shilpa.sharma@aavas.in

Thanks and Regards,

Shilpa

Team HR