Team Lead Customer Experience

Job Title: Team Lead – Customer Experience Location: Gurugram - Haryana Department: Customer Experience Reporting To: Director Role Overview We are looking for a dynamic and experienced Team Lead – Customer Experience to lead our customer support and grievance redressal function. The candidate should have a strong understanding of customer experience management within the NBFC–Fintech domain, excellent leadership skills, and the ability to drive timely resolution of customer concerns. The role also includes acting as the Grievance Officer, ensuring strict adherence to RBI and regulatory compliance guidelines. Key Responsibilities

• Lead, mentor, and manage a team of customer experience executives to ensure service excellence.
• Drive customer satisfaction by ensuring all queries, requests, and complaints are handled within defined TATs (Turn Around Time).
• Act as the Grievance Officer for the company, ensuring compliance with RBI regulations and maintaining transparent grievance redressal practices.
• Monitor team performance through KPIs/SLAs and implement strategies to improve efficiency and customer delight.
• Maintain accurate records of customer grievances, resolutions, and escalations for audit and compliance purposes.
• Coordinate and collaborate effectively with internal departments (Operations, Collections, Risk, Tech, Product, Compliance, etc.) to ensure smooth resolution of issues.
• Ensure timely preparation of reports on grievances, escalations, and compliance matters for management review.
• Continuously analyse customer feedback to identify gaps and propose process improvements.
• Stay updated with industry standards and RBI guidelines related to customer service and grievance handling.
• Foster a customer-first culture within the team while ensuring adherence to company policies and compliance norms.

• Strong knowledge of Customer Experience, Grievance Redressal, and Complaint Handling in NBFC / Fintech domain.
• Familiarity with RBI compliance requirements, customer rights, and regulatory frameworks.
• Excellent leadership, mentoring, and team management skills.
• Strong interpersonal and communication abilities with experience in inter-department coordination.
• Problem-solving and decision-making skills with a focus on timely resolution.
• Ability to manage high-pressure situations and prioritize multiple tasks effectively.

• Bachelor’s degree in Business Administration, Finance, or a related field (MBA preferred).
• 4–7 years of relevant experience in Customer Experience / Customer Support within NBFC, Banking, or Fintech industry.
• Prior experience as a Team Lead / Supervisor in a customer-facing function is mandatory.

grievance redressal processes, customer journey, grievance handling

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BBA, MBA